Manage end-to-end onboarding of new customers — from setup to go-live.
Coordinate and guide partners through the Launch Checklist, ensuring all milestones (integration, balance top-up, listing, communication review) are completed on time.
Serve as the primary relationship manager for all active customers.
Support customers in optimizing visibility and performance, e.g. through improved communication, email touchpoints, or seasonal campaigns.
Ensure all communication and visuals meet brand and compliance guidelines.
Maintain a best-in-class CRM in HubSpot by using AI to auto-log interactions, enrich contact data, flag stale records, and keep pipelines clean without manual busywork.
Conduct regular customers reviews, analyzing performance data and identifying areas for improvement.
Support issue resolution and customer feedback loops to continuously improve the customer experience.
Accelerate issue resolution with AI — use AI to categorize incoming support tickets, draft initial responses, surface relevant knowledge-base articles, and close the feedback loop faster.

Fluent in English and German (spoken and written) — mandatory
2–4 years of experience in Customer Success, Account Management, or Partner Onboarding, ideally in the loyalty, hospitality, or travel industry
Proficient in using AI tools (e.g., ChatGPT, Claude, Copilot, or similar) for writing, research, data analysis, and workflow automation
Hands-on experience with HubSpot or comparable CRM systems
Solid understanding of digital integrations (API connections, web links, voucher uploads, campaign dashboards)
Highly structured and able to manage multiple projects simultaneously
Empathetic communicator with a consultative, solution-oriented mindset who can pair human judgment with AI-generated insights to deliver better outcomes.
Comfortable working across teams and time zones, using AI to draft async updates, summarize meeting notes, and keep everyone aligned.
Strong sense of ownership — from first contact to successful partner activation.

Customer Success & Partner Onboarding Manager – Loyalty and Partner Platforms, B2B

Key skills