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AirHelp is a global travel tech company scaling its B2B partner ecosystem, primarily serving Online Travel Agencies (OTAs), Travel Management Companies (TMCs), and Airlines. As Partner Success Manager, you will own the complete partner lifecycle from late-stage sales support through integration, activation, and ongoing operational health.
You will split your time between two core areas: (1) hands-on management of key strategic partners, ensuring smooth go-live and sustained health post-launch, and (2) shaping the self-service onboarding model that enables smaller partners to operate with minimal manual effort.
Key responsibilities include:
**Sales-to-Launch Handoff**: Support Sales in late-stage cycles by scoping integration requirements, setting activation expectations, and de-risking handoffs before contract closure. Own the transition from signed contract to live partner, coordinating technical and commercial readiness.
**Integration & Activation**: Manage end-to-end partner integration for key accounts, including requirements definition, timeline management, testing, and go-live. Serve as the primary point of contact during onboarding, resolving blockers across Product, Engineering, Legal, and Operations. Define and continuously improve the standard integration playbook.
**Partner Health & Monitoring**: Monitor live partner setups for correct behavior—data accuracy, volume anomalies, SLA adherence, and technical drift. Establish alerting and reporting on partner health, acting proactively on issues. 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 and Account Management. Identify friction in the self-service funnel and feed requirements back to Product. Balance high-touch support for strategic partners against scalable, low-touch processes for the long tail.
**Cross-Functional Partnership**: Act as connective tissue between Sales, Product Management, Account Management, and Engineering across the partner lifecycle. Represent partner operational reality in product and roadmap discussions.
In your first 12 months, you will deliver: a documented, repeatable integration/activation playbook for OTA partners (extensible to TMC/Airline); reduced time-to-activation for new key partners; a live self-service onboarding path for long-tail partners; and proactive partner health monitoring with issue detection.
AirHelp has assisted over 3 million passengers in claiming flight compensation and protected over 12 million travelers through its AirHelp+ membership program. The company operates globally with over 400 team members speaking 19 languages.
**Requirements**
- 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; coding not required, but fluency in technical language essential
- Experience operating two support models simultaneously: white-glove for key accounts, scalable self-service for the long tail
- Strong operational rigor—proactive monitoring, not reactive response
- Travel tech, OTA, TMC, or airline industry experience is a strong plus (not required)
- Comfort in scale-up environments: undefined processes, cross-functional ambiguity, building-as-you-go
