<p>We're looking for a proactive, detail-oriented, a<strong>nd AI-savvy Head of Customer Success</strong> to own the onboarding and lifecycle management of B2B customers within the qiibee ecosystem (partnered with <strong>Miles &#x26; More, Etihad Guest,</strong> and more).</p> <p>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.</p> <p>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 — <strong>supported by AI at every step.</strong></p> <h2>Tasks</h2> <ul> <li>Own the <strong>end-to-end onboarding of new customers</strong> — from setup to go-live.</li> <li>Lead partners through the Launch Checklist, ensuring all milestones (integration, balance top-up, listing, communication review) are completed on time.</li> <li>Own the <strong>primary relationship</strong> for all active customers.</li> <li>Align with the sales team on customer success strategy and KPIs.</li> <li>Drive visibility and performance optimization for customers, e.g. through improved communication, email touchpoints, or seasonal campaigns.</li> <li>Ensure all communication and visuals meet <strong>brand and compliance guidelines.</strong></li> <li>Own a best-in-class <strong>CRM in HubSpot</strong>, using AI to auto-log interactions, enrich contact data, flag stale records, and keep pipelines clean without manual busywork.</li> <li>Lead regular customer reviews, pulling and analyzing performance data to identify areas for improvement.</li> <li>Own issue resolution and customer feedback loops to continuously improve the customer experience.</li> <li>Accelerate issue r<strong>esolution with AI</strong> — using it to categorize incoming support tickets, draft initial responses, surface relevant knowledge-base articles, and close the feedback loop faster.</li> </ul> <h2>Requirements</h2> <ul> <li>Fluent in English; <strong>proficiency in German</strong> is a plus.</li> <li><strong>5+ years of experience in customer success,</strong> account management, or partner onboarding within the <strong>loyalty</strong>, SaaS, or payments industries.</li> <li>Proficiency in using <strong>AI tools, such as Claude</strong>, to build <strong>workflows and automations.</strong></li> <li>A good understanding of <strong>digital integrations</strong>, including API connections, web links, voucher uploads, and campaign dashboards.</li> <li>Hands-on experience with <strong>HubSpot or comparable CRM systems.</strong></li> <li>A structured, ownership-driven approach and the ability to manage multiple projects simultaneously.</li> <li>An empathetic communicator with a consultative, <strong>solution-oriented mindset</strong> who can combine human judgment <strong>with AI-generated insights</strong> to deliver better