Head of Customer Success - Loyalty and Partner Platforms (B2B)
New
J
JobgetherLoyalty platforms
Based in United States, across teams, time zonesFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- Fluency in both German and English
- Experience
- At least 5 years of experience in customer success, account management, or partner onboarding within the loyalty, SaaS, or payments industries.
- Required Skills
- Customer SuccessHubSpotAccount Management
Requirements
- Bring at least 5 years of experience in customer success, account management, or partner onboarding within loyalty, SaaS, or payments.
- Be fluent in both German and English.
- Have experience managing customer relationships through onboarding, implementation, launch, and ongoing engagement.
- Use AI tools such as Claude to design workflows, build automations, and improve operational processes.
- Understand digital integrations, including API connections, web links, voucher uploads, and campaign dashboards.
- Have hands-on experience with HubSpot or a comparable CRM, including data management and pipeline optimization.
- Be organized and detail-oriented, with the ability to manage multiple customer projects and deadlines.
- Bring an empathetic, consultative, and solution-oriented approach to customer communication.
- Be comfortable working across teams, time zones, and asynchronous communication channels in a remote environment.
- Be motivated to establish, develop, and continuously improve a customer success function.
Responsibilities
- Own B2B customer onboarding from initial setup through integration, launch, and ongoing success management.
- Guide partners through launch checklists covering integration, balance top-ups, platform listings, and communication reviews.
- Manage customer relationships as the primary point of contact and help customers maximize the value of their loyalty partnerships.
- Collaborate with sales to align customer success strategies, establish performance indicators, and support customer growth.
- Improve customer visibility and campaign performance across partner cross-media channels.
- Review customer communications, campaign materials, and visual assets for compliance with brand standards and applicable requirements.
- Maintain accurate CRM records and pipelines in HubSpot or a comparable platform, using AI to log interactions and flag outdated records.
- Conduct customer reviews, analyze performance data, and identify opportunities to improve engagement and campaign effectiveness.
- Manage customer issues and feedback, using AI to categorize tickets, draft responses, recommend knowledge-base resources, and accelerate resolution.
- Build scalable customer success processes and use AI tools to prepare updates, summarize meetings, and document decisions.
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