Head of Customer Success - Loyalty and Partner Platforms (B2B)

We're looking for a proactive, detail-oriented, and AI-savvy Head of Customer Success to own the onboarding and lifecycle management of B2B customers within the qiibee ecosystem (partnered with Miles & More, Etihad Guest, and more).

In this role, you'll combine customer empathy with AI-powered workflows to lead customers through every stage — from technical setup to live launch, campaign optimization, and ongoing success management.

You'll be the key point of ownership for customer relationships, ensuring each customer maximizes the value of their loyalty partnership through proper visibility, communication, and engagement — supported by AI at every step.

• Own the end-to-end onboarding of new customers — from setup to go-live.
• Lead partners through the Launch Checklist, ensuring all milestones (integration, balance top-up, listing, communication review) are completed on time.
• Own the primary relationship for all active customers.
• Align with the sales team on customer success strategy and KPIs.
• Drive visibility and performance optimization for customers, e.g. through improved communication, email touchpoints, or seasonal campaigns.
• Ensure all communication and visuals meet brand and compliance guidelines.
• Own a best-in-class CRM in HubSpot, using AI to auto-log interactions, enrich contact data, flag stale records, and keep pipelines clean without manual busywork.
• Lead regular customer reviews, pulling and analyzing performance data to identify areas for improvement.
• Own issue resolution and customer feedback loops to continuously improve the customer experience.
• Accelerate issue resolution with AI — using it to categorize incoming support tickets, draft initial responses, surface relevant knowledge-base articles, and close the feedback loop faster.

• Fluent in English; proficiency in German is a plus.
• 5+ years of experience in customer success, account management, or partner onboarding within the loyalty, SaaS, or payments industries.
• Proficiency in using AI tools, such as Claude, to build workflows and automations.
• A good understanding of digital integrations, including API connections, web links, voucher uploads, and campaign dashboards.
• Hands-on experience with HubSpot or comparable CRM systems.
• A structured, ownership-driven approach and the ability to manage multiple projects simultaneously.
• An empathetic communicator with a consultative, solution-oriented mindset who can combine human judgment with AI-generated insights to deliver better outcomes.
• Comfortable working across teams and time zones and using AI to draft asynchronous updates, summarize meeting notes, and keep everyone aligned.
• A strong sense of ownership and the drive to grow and shape the customer success function over time.