Head of Customer Success - Loyalty and Partner Platforms (B2B)
Jobgether
**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Customer Success \- Loyalty and Partner Platforms (B2B) based in Brazil.** We are looking for a strategic, hands\-on Head of Customer Success to build and lead customer onboarding and lifecycle management for a growing B2B loyalty and partner platform. As the first dedicated customer success hire, you will own the customer journey from technical integration and launch to performance optimization and long\-term relationship management. You will help businesses maximize the value of their loyalty partnerships through effective communication, campaign visibility, and data\-driven insights. Combining customer empathy with AI\-powered workflows, you will streamline operations, automate repetitive tasks, and improve response times. Working closely with sales and cross\-functional teams, you will establish scalable processes that strengthen customer satisfaction and retention. This fully remote opportunity is ideal for an ownership\-driven professional excited to shape a customer success function within an innovative, AI\-first environment. **Accountabilities** You will take full ownership of the customer experience, ensuring smooth onboarding, strong partner relationships, and continuous improvement across the customer lifecycle while using AI to enhance operational efficiency. * Own the end\-to\-end onboarding process for new B2B customers, from initial setup through integration, launch, and ongoing success management. * Guide partners through the launch checklist, ensuring timely completion of integration, balance top\-ups, platform listings, and communication reviews. * Manage operational relationships with active customers, serving as their primary point of contact and ensuring they maximize the value of their loyalty partnerships. * Collaborate with the sales team to align customer success strategies, establish performance indicators, and support customer growth. * Improve customer visibility and campaign performance across relevant touchpoints within partner cross\-media channels. * Ensure customer communications, campaign materials, and visual assets comply with brand standards and applicable requirements. * Maintain a high\-quality CRM environment in HubSpot or a comparable platform, leveraging AI to log interactions, enrich contact information, flag outdated records, and maintain accurate pipelines. * Conduct regular customer reviews, analyze performance data, and identify opportunities to improve engagement, campaign effectiveness, and customer outcomes. * Manage customer issues and feedback loops, using AI to categorize support tickets, draft initial responses, recommend relevant knowledge\-base resources, and accelerate resolution. * Use AI tools to prepare asynchronous updates, summarize meetings, document decisions, and maintain alignment across distributed teams. * Build and refine customer success processes, establishing scalable practices that support the long\-term development of the function. **Requirements** The ideal candidate combines extensive customer success or account management experience with strong technical understanding, practical AI automation skills, and a consultative approach to customer relationships. * Fluency in both German and English, with excellent written and verbal communication skills. * At least 5 years of experience in customer success, account management, or partner onboarding within the loyalty, SaaS, or payments industries. * Proven ability to manage customer relationships throughout onboarding, implementation, launch, and ongoing engagement. * Proficiency with AI tools such as Claude to design workflows, build automations, and improve operational processes. * Good understanding of digital integrations, including API connections, web links, voucher uploads, and campaign dashboards. * Hands\-on experience with HubSpot or comparable CRM platforms, including data management and pipeline optimization. * Strong organizational skills, attention to detail, and the ability to manage multiple customer projects and deadlines simultaneously. * Empathetic, consultative, and solution\-oriented communication skills, with the ability to combine human judgment and AI\-generated insights. * Comfort working across teams, time zones, and asynchronous communication channels in a remote environment. * A proactive, ownership\-driven mindset and the motivation to establish, develop, and continuously improve a customer success function. **Benefits** * Fully remote work with a worldwide team. * Competitive monthly salary package. * Equity participation and qiibee tokens (QBX), offering a share in the company's success. * Permanent, full\-time employment with a 40\-hour workweek. * 24 days of annual leave. * Opportunity to shape and lead the customer success function as its first dedicated hire. * Fast\-paced, international startup environment focused o