Partner Success Manager

AirHelp is a global travel tech company on a mission to make every journey smoother. We built our name helping millions of travellers claim the flight compensation they're owed - and that's now the foundation of a broader platform of travel protection and convenience products spanning the entire journey.

We are now scaling its B2B partner ecosystem - today primarily Online Travel Agencies (OTAs), expanding to Travel Management Companies (TMCs), Airlines and beyond. The Partner Success Manager owns the partner lifecycle from late-stage sales support through integration, activation, and ongoing operational health - ensuring every partner goes live smoothly and stays healthy post-launch.

You'll split your time between hands-on ownership of key strategic partners and shaping the self-service model that lets smaller partners onboard and operate with minimal manual effort - working closely with Product Management and Account Management to define and run that model.

Requirements

What You'll Drive

Sales-to-Launch Handoff

• Support Sales in the late stages of the sales cycle: scoping integration requirements, setting activation expectations, and de-risking the handoff before contracts close.
• Own the transition from signed contract to live partner, coordinating technical and commercial readiness.

Integration & Activation

• Manage partner integration end-to-end for key accounts: requirements, timeline, testing, go-live.
• Be the primary point of contact for partners during onboarding, resolving blockers across internal teams (Product, Engineering, Legal, Ops).
• Define and continuously improve the standard integration playbook.

Partner Health & Monitoring

• Monitor live partner setups for correct behavior - data accuracy, volume anomalies, SLA adherence, technical drift.
• Establish alerting/reporting on partner setup health and act on issues before they become escalations.
• Run regular health check-ins with key partners.

Self-Service Partner Motion

• Co-own the self-service onboarding and support model for smaller/long-tail partners with Product Management (defining the product/process) and Account Management (running it day-to-day).
• Identify friction in the self-service funnel and feed requirements back into Product.
• Balance high-touch support for strategic partners against scalable, low-touch processes for the long tail.

Cross-Functional Partnership

• Be the connective tissue between Sales, Product Management, Account Management, and Engineering across the partner lifecycle.
• Represent the partner's operational reality in product and roadmap discussions.

What You'll Deliver in Your First 12 Months

• Integration/activation playbook documented and repeatable for OTA partners, extensible to TMC/Airline.
• Time-to-activation for new key partners reduced against baseline.
• Self-service onboarding path live for long-tail partners, jointly owned with Product and Account Management.
• Partner health monitoring in place with proactive (not reactive) issue detection.

What Sets You Apart

• 4+ years in Partner Success, Partner/Solutions Engineering, Implementation, or B2B Customer Success - ideally with API/data-integration products.
• Proven experience managing technical partner integrations end-to-end (not just relationship management).
• Comfort reading API documentation and working directly with partner technical teams; you don't need to code, but you need to speak the language.
• Experience distinguishing and operating two support models simultaneously: white-glove for key accounts, scalable self-service for the long tail.
• Strong operational rigor - you monitor, you don't just react.
• Travel tech, OTA, TMC, or airline industry experience is a strong plus, not a hard requirement.
• Comfortable in a scale-up environment: undefined processes, cross-functional ambiguity, building-as-you-go.

Benefits

• Autonomy & Trust: No micromanagement. You own outcomes, not just tasks.
• Real Product Impact: Your work directly affects millions of travelers worldwide.
• Growth Investment: Personal development plans, workshops, mentorship, and language classes.
• Flexible Benefits: Gym, development budget, childcare, transport or travel subsidies - your choice.
• Global Workstyle: Work from anywhere up to 2 weeks per year.
• Purpose-Driven Mission: We stand up for travelers and fight unfair practices.

About AirHelp

At AirHelp, we're on a mission to make the world of travel better. Since our foundation in 2013, we've assisted over 3 million passengers in receiving their rightful compensation, and we've protected over 12 million travelers through our membership program, AirHelp+. With a global team of over 400 AirHelpers speaking 19 languages, we aim to provide a stress-free travel experience for all. Our commitment extends to standing up to airlines in court and advocating fair air passenger rights through APRA.

And there’s more! AirHelp isn’t just a great company, but a truly lovable place to work. That's why we're so proud to have been named a Most Loved Workplace, also for LGBTQ+, women and young professionals.

Our offices are fully accessible, and we customize interviews to accommodate special needs, including those of neurodiverse candidates. Refugees and displaced individuals are encouraged to apply. We look forward to hearing from you!