Partner Success Manager — Platform / Travel Distribution

KabuK Style is building the next generation infrastructure for the global travel industry. Our flagship product, HafH, already connects over 30,000 accommodations across 130+ countries and serves a rapidly growing international customer base. As we scale, we are developing a new B2B platform that powers travel distribution, supplier integrations, pricing optimization, and booking infrastructure for partners around the world. ------------------------------------------- <About the Role> KabuK Exchange, also known as KBKx, is KabuK Style’s B2B2B travel distribution platform connecting hotels, travel suppliers, channel managers, OTAs, travel agencies, and internal KabuK products through scalable APIs, operational tools, and commercial distribution workflows. We are looking for a Partner Success Manager to own the day-to-day relationship, onboarding, success, and operational health of KBKx partners. This role will work closely with hotels, OTAs, travel agencies, distribution partners, internal product teams, engineering, QA, finance, and operations to ensure partners are successfully onboarded, supported, and growing on the platform. This is an early platform role with broad ownership. You will help define the partner success function from the ground up, including partner onboarding processes, launch readiness, communication standards, support workflows, escalation paths, account health tracking, and partner growth practices. ------------------------------------------- <What You'll Do> ▼Partner Relationship Management - Own day-to-day communication with assigned KBKx partners, including hotels, OTAs, travel agencies, distribution partners, and other B2B platform users. - Build strong working relationships with partner stakeholders across commercial, operational, technical, and finance teams. - Act as the main business-facing point of contact for partner questions, requests, issues, and launch coordination. - Ensure partners understand KBKx processes, platform expectations, operational workflows, and support channels. - Maintain regular partner check-ins and account reviews. ▼Partner Onboarding & Launch Readiness - Manage partner onboarding from kickoff through go-live. - Coordinate internal readiness across Product, Engineering, QA, Solutions Engineering, Finance, and Operations. - Track onboarding milestones, required documents, commercial setup, operational setup, testing progress, issue resolution, and launch blockers. - Help create onboarding checklists, partner launch plans, training materials, and partner-facing process documentation. - Ensure partners are prepared before launch, including operational workflows, escalation paths, reporting expectations, and commercial terms. ▼Partner Success & Account Health - Monitor partner performance, issue volume, booking flow health, operational friction, and satisfaction. - Identify risks early and coordinate internal action before they become larger problems. - Track partner KPIs such as activation status, booking volume, issue resolution time, support volume, conversion impact, cancellation trends, and reconciliation friction. - Help partners improve performance by coordinating with internal teams on pricing, inventory, distribution, operational quality, and process improvements. - Support partner growth opportunities after launch. ▼Issue Management & Escalation - Own business-side coordination for partner issues, including P2/P3 incidents, operational escalations, booking problems, pricing discrepancies, reservation issues, and billing/reconciliation concerns. - Gather clear issue context, partner impact, timeline, screenshots, examples, affected bookings, and expected outcomes. - Coordinate with Solutions Engineering, Product, Engineering, QA, Finance, and Operations to drive resolution. - Communicate clearly with partners during issue investigation and resolution. - Help define partner support runbooks and escalation procedures. ▼Cross-Functional Platform Support - Work with Product Managers to communicate partner needs, pain points, and feature requests. - Support Business Development during partner handoff from commercial negotiation to onboarding. - Work with Finance on billing cycles, invoice questions, reconciliation issues, and payment-related partner communication. - Work with Solutions Engineering on integration timelines, technical blockers, partner readiness, and certification progress. - Help improve internal partner management processes as the platform matures. ------------------------------------------- <Why Join Us> - Help build the partner success function for a new B2B2B travel distribution platform. - Work on a platform connecting Japanese hotel supply to domestic and global demand partners. - Play a key role in partner onboarding, launch quality, retention, and growth. - Work directly with Product, Engineering, Solutions Engineering, Finance, Business Development, and Operations. - Join early enough to shape how KBKx manages partners as the platform scales. ------------------------------------------- <Additional Notes> This role is not limited to the responsibilities outlined above. As an early member of the Platform team, your scope will evolve based on business needs, platform maturity, partner requirements, and your strengths and interests.

- Experience in partner success, account management, customer success, implementation management, partner operations, travel operations, or a similar client-facing role. - Strong communication and relationship management skills. - Ability to manage multiple partners, timelines, issues, and internal stakeholders at the same time. - Strong ownership and follow-through. - Ability to translate partner concerns into structured internal action items. - Experience coordinating with product, engineering, operations, finance, or technical teams. - Strong problem-solving ability in ambiguous or fast-changing environments. - Professional English communication ability.

- Experience in travel, hospitality, OTA, travel agency, channel manager, PMS, booking engine, or B2B distribution platforms. - Experience working with hotels, travel suppliers, OTAs, agencies, or enterprise partners in Japan. - Experience managing partner onboarding or implementation projects. - Understanding of booking operations, reservations, cancellations, pricing, inventory, billing, or reconciliation workflows. - Japanese language ability. - Korean or Chinese language ability. - Experience working in startup, early-stage product, or platform launch environments. - Experience creating partner-facing guides, onboarding documents, account review materials, or operational playbooks.

You are a relationship-driven operator who can manage partners, internal teams, and messy launch details without losing structure. You do not need to be an engineer, but you should be comfortable working with technical products, APIs, booking systems, operational workflows, and platform teams. You should be able to communicate clearly, organize ambiguity, follow through on open issues, and protect the partner experience while also being realistic about platform constraints. This role requires ownership, patience, commercial awareness, and the ability to build repeatable partner success processes from scratch.