Description review
Head of Customer Success - Loyalty and Partner Platforms (B2B)
qiibee · Berlin · back to the listing
HR standards
58/100
needs work
Title ↔ description
70/100
solid
Reads as
Customer Success Manager
100% confident
What this role officially is
client relations manager — ESCO, the EU occupation classification
Client relations managers act as the middle person between a company and its customers. They ensure that the customers are satisfied by providing them with guidance and explanation on their accounts and services received by the company. They also have possible other tasks such as developing plans or delivering proposals.
Also known as: customer service executive, client service manager, client relationship manager, customer service representative, consumer relations manager, client manager
How others title the same work
Large employers
- Customer Solutions Manager, EDU & SLG Western Region - CSM Amazon.com
- Technical Account Manager, Newspack Automattic
- Customer Success - Team Manager Canonical
- Enterprise Customer Success Manager (Japanese speaker) Canonical
- Graduate Customer Success Manager Canonical
Startups
- Manager / Director of Customer Success Craniometrix
- Founding GTM - Deployment Strategist Credal.ai
- Deployment Strategist (Munich Office) Dataleap
- Founding Customer Success Manager Clicks Health
- Founding Deployment Strategist Closure
What the listing never says
- 23 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
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.
Tasks
• 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.
Requirements
• 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.
Benefits
🚀 Benefits:
• Fully remote work
• Competitive monthly salary package
• Equity share and qiibee tokens (QBX), sharing in our success
• Fast-paced remote startup environment
💫 About us:
At qiibee, we're on a mission to turn loyalty currencies into one of the world's largest payment methods. Our points exchange platform lets businesses and loyalty programs issue and redeem loyalty rewards instantly, unlocking real purchasing power and economic freedom for their members. We're an AI-first, international team, building an increasingly agentic company where AI handles the busywork so our people can focus on what matters most: our customers.
We're looking for ambitious, high-performing people who are eager for growth, challenges, and continuous learning to help us turn our vision into reality. If this sounds like your dream job, we would love to hear from you! 🌟
Find more English Speaking Jobs in Germany on Arbeitnow
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.
Tasks
• 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.
Requirements
• 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.
Benefits
🚀 Benefits:
• Fully remote work
• Competitive monthly salary package
• Equity share and qiibee tokens (QBX), sharing in our success
• Fast-paced remote startup environment
💫 About us:
At qiibee, we're on a mission to turn loyalty currencies into one of the world's largest payment methods. Our points exchange platform lets businesses and loyalty programs issue and redeem loyalty rewards instantly, unlocking real purchasing power and economic freedom for their members. We're an AI-first, international team, building an increasingly agentic company where AI handles the busywork so our people can focus on what matters most: our customers.
We're looking for ambitious, high-performing people who are eager for growth, challenges, and continuous learning to help us turn our vision into reality. If this sounds like your dream job, we would love to hear from you! 🌟
Find more English Speaking Jobs in Germany on Arbeitnow