Head of Customer Success

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 Italy.

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:

• 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environment in HubSpot or a comparable platform, leveraging AI to log interactions, enrich contact information, flag outdated records, and maintain accurate pipelines.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:

• Fluency in both German and English, with excellent written and verbal communication skills.

• At least 5 years of experience in customer success,