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

About the role

A partner company is 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. The position is fully remote and based in Estonia.

Key responsibilities

• Own the end-to-end onboarding of new B2B customers, from setup and integration through launch and ongoing success management, guiding partners through the launch checklist.
• Manage operational relationships with active customers as their main point of contact and collaborate with sales to align strategies and set performance indicators.
• Improve customer visibility and campaign performance across partner cross-media channels, and ensure communications and campaign materials meet brand standards.
• Maintain a high-quality CRM in HubSpot or a comparable platform, using AI to log interactions, enrich contacts, flag outdated records and keep pipelines accurate.
• Run regular customer reviews, analyse performance data and manage issues and feedback loops, using AI to categorise tickets, draft responses and recommend knowledge-base resources.
• Use AI tools to prepare asynchronous updates, summarise meetings and document decisions, and build scalable customer success processes.

Required profile

• At least 5 years of experience in customer success, account management or partner onboarding in the loyalty, SaaS or payments industries.
• Proven ability to manage customer relationships through onboarding, implementation, launch and ongoing engagement.
• Fluency in German and English, with excellent written and verbal communication.
• Comfortable working remotely across teams and time zones, asynchronously.

Required skills

• Proficiency with AI tools such as Claude to design workflows and build automations.
• Good understanding of digital integrations, including API connections, web links, voucher uploads and campaign dashboards.
• Hands-on experience with HubSpot or a comparable CRM, including data management and pipeline optimisation.

What we offer

• Fully remote work with a worldwide team.
• Permanent, full-time employment with a 40-hour week and 24 days of annual leave.
• Competitive monthly salary package, equity participation and company tokens.
• The chance to shape and lead the customer success function as its first dedicated hire in an international startup environment.