Partner Success Manager

About Transferz 

At Transferz, we're building the global infrastructure for ground transportation; connecting the world's leading travel brands with high-quality local supply. With coverage in 150+ countries, 1,500+ airports and more than 5,000 transfer companies in our network, our platform powers seamless mobility experiences at scale. 

Our partners don't simply sell transfers. Online Travel Agents, Travel Management Companies, Tour Operators and global travel distributors own the overall travel experience for their customers. When they book through Transferz, they put their brand, customer relationships and, in many cases, duty-of-care responsibilities in our hands. 

Our job is simple to describe, but difficult to execute: make sure every traveller gets the right ride, at the right time, with the service they expect — anywhere in the world. 

The Partner Success team plays a critical role in making that happen and in turning strong operational performance into long-term, growing partnerships. 

Role Overview 

As Partner Success Manager, you take full ownership of a portfolio of Transferz's strategic global partnerships. You are the business owner of these relationships and are accountable for their success, performance and growth. 

Your mandate is to protect and expand your partnerships. You will deeply understand each partner's business model, strategy and customer proposition, translate their ambitions and requirements into clear priorities for Transferz, and ensure we deliver against our commitments! 

For our partners, a transfer is often a small part of the total booking value, but a critical part of the travel experience. A missed pickup, late driver or unavailable vehicle can impact a traveller's entire journey and put our partner's brand and customer relationship at risk. Reliability, quality, flexibility and excellent support are therefore not just operational metrics — they are key drivers of partner trust and commercial growth. 

You will act as the primary contact for your partners, owning both the commercial relationship and the performance agenda. You'll use data to identify risks and opportunities, lead strategic partner conversations and work across Supply, Customer Service, Product and Data to continuously improve performance. 

Success in this role means our partners trust Transferz, see us as a strategic extension of their own business and choose to grow their business with us. 

About the Team 

The Partner Success team at Transferz is the driving force behind our most important partnerships. We are a strategic, international team working (Amsterdam, Cordoba & Bangkok) at the intersection of commercial performance, product, operations, data and customer experience. 

As trusted advisors to leading global travel brands, we translate partner ambitions into operational reality and scalable growth. We take ownership, challenge the status quo and bring the right teams together to solve problems and unlock opportunities. 

Our philosophy is clear: flawless execution first, growth as the result. 

Key Responsibilities 

Own the partnership 

• Lead all Partner Success activities for your portfolio, including onboarding, operational rollout, lifecycle management, performance and commercial expansion. 

• Act as the primary business and escalation contact for your partners, building trusted relationships across operational, commercial and executive stakeholders. 

• Develop a deep understanding of each partner's strategy, business model, traveller profiles and customer proposition, and translate these into clear account strategies and priorities. 

• Develop and execute strategic account plans with clear objectives for partner performance, revenue growth and expansion. 

• Lead executive quarterly business reviews and strategic partner meetings, combining performance insights with a clear view on opportunities, priorities and next steps. 

• Identify and execute opportunities to grow existing partnerships through increased share of wallet, new markets, expanded scope, new products and deeper integrations. 

Own partner performance 

• Own the overall performance agenda for your accounts and ensure Transferz delivers against agreed KPIs and service levels. 

• Translate partner requirements and SLAs — including availability, cancellations, driver and vehicle allocation, live tracking, punctuality and customer support — into clear internal priorities and performance targets. 

• Continuously monitor commercial and operational KPIs, including volume, revenue, conversion, quality, cancellation rate, incident rate, resolution time and punctuality. 

• Identify performance risks and opportunities early, using data and partner insights to move from reactive problem-solving to proactive performance management. 

• Lead major partner escalations and ensure effective root-cause analysis, clear corrective actions and transparent communication with the partner. 

• Work closely with Supply, Customer Service, Product and Data to close performance gaps and ensure clear ownership and follow-through on agreed actions. 

• Understand the standards against which our partners measure Transferz and continuously challenge the organisation to meet or exceed those expectations. 

Drive improvement and growth 

• Champion the voice of the partner internally and influence priorities across Product, Supply, Customer Service and Data. 

• Turn partner feedback, performance data and market insights into concrete opportunities to improve Transferz's product, service and operating model. 

• Drive improvements in areas critical to partner success, including reliability, quality, flexibility, availability and customer support. 

• Coordinate cross-functional initiatives that improve partner performance and unlock commercial growth. 

• Drive consistency in delivery across markets and regions while recognising and managing partner-specific requirements. 

• Contribute to scalable Partner Success frameworks, including account planning, QBR standards, performance management and escalation protocols. 

• Share knowledge and best practices across the Partner Success team and support the development of more junior team members.