Director - Customer Success

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Oct 26, 2026 6 hr. ago

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RateGain Director - Customer Success

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About RateGainRateGain Travel Technologies Limited is a global provider of AI-powered SaaS solutions for the travel and hospitality industry. We work with more than 13,000 customers and 700 partners across 160+ countries, helping businesses grow revenue through customer acquisition, retention and increased wallet share.Founded in 2004 and headquartered in India, RateGain supports leading hotel chains, airlines, car rental companies, destination marketing organizations, online travel agencies and metasearch platforms. Our solutions help revenue management, distribution and marketing teams make better business decisions. Role MissionGrow strategic customer relationships by driving adoption, retention and expansion across RateGain’s Distribution, Marketing and Business Intelligence solutions. Key ResponsibilitiesStrategic Account Growth<ul class="ul1" style="color:rgb(0,0,0);font-size:medium;"><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Own and grow a portfolio of strategic enterprise accounts across India and the Subcontinent.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Develop and execute account plans aligned with customer objectives and RateGain’s growth priorities.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Drive cross-sell, upsell, multi-product adoption and account expansion.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Identify whitespace opportunities and build a qualified expansion pipeline.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Maintain accountability for account revenue, renewals, retention and long-term growth.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Lead consultative conversations that connect customer challenges to measurable business outcomes.</li></ul> Executive and Commercial Leadership<ul class="ul1" style="color:rgb(0,0,0);font-size:medium;"><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Build trusted relationships with C-suite leaders and senior stakeholders across hotel, travel, revenue, distribution and marketing functions.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Lead strategic renewals, proposals, commercial discussions and negotiations.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Represent RateGain at customer meetings, executive forums and industry events.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Share customer, market and competitive insights to inform commercial and regional strategy.</li></ul> Customer Success and Value Realization<ul class="ul1" style="color:rgb(0,0,0);font-size:medium;"><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Ensure customers realize measurable value and achieve strong adoption of RateGain solutions.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Lead strategic and executive business reviews focused on outcomes, performance and future opportunities.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Serve as the senior escalation point for strategic customers and coordinate timely resolution of critical issues.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Partner with Product, Delivery, Support, Marketing and other teams to deliver customer outcomes.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Represent the voice of the customer and share actionable feedback with Product and Innovation teams.</li></ul> Regional and Team Leadership<ul class="ul1" style="color:rgb(0,0,0);font-size:medium;"><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Lead, coach and mentor Customer Success and Account Management teams, where applicable.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Build a performance-oriented culture focused on retention, revenue growth, customer value and accountability.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Coach teams in strategic account management, consultative selling, executive engagement and commercial negotiations.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Align Sales, Customer Success, Product, Delivery and other teams around strategic customer priorities.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Contribute to regional growth initiatives across the travel and hospitality ecosystem.</li></ul> Industry and Market Leadership<ul class="ul1" style="color:rgb(0,0,0);font-size:medium;"><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Maintain strong knowledge of hotel revenue management, distribution, digital marketing and hospitality technology.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Track industry trends, competitive developments and changing customer needs to identify growth opportunities.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Use knowledge of digital marketing, SEO, paid media, search, website optimization, customer acquisition cost (CAC), return on ad spend (ROAS) and retention to support customer growth conversations.</li></ul> Success Measures<ul class="ul1" style="color:rgb(0,0,0);font-size:medium;"><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Revenue expansion through cross-sell, upsell and account growth.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Renewal performance, retention, Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Adoption of RateGain’s Distribution, Marketing and Business Intelligence solutions.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Expansion pipeline creation and conversion of whitespace opportunities.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Strategic account health, customer satisfaction and customer advocacy.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Strength and depth of executive relationships and strategic business reviews.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Team performance and development, where applicable.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Growth in RateGain’s strategic position and wallet share across customer portfolios.</li></ul> Qualifications and Experience<ul class="ul1" style="color:rgb(0,0,0);font-size:medium;"><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Bachelor’s degree in Business, Marketing, Hospitality or a related field; an MBA is preferred.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">11–12 years of experience in Customer Success, Strategic Account Management, Enterprise Sales, Partnerships or a related customer-facing commercial role.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Proven experience managing and growing large enterprise or strategic accounts, preferably in B2B SaaS, travel technology, hospitality technology, MarTech or enterprise technology.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Demonstrated success in revenue growth, cross-sell, upsell, renewals, retention and multi-product adoption.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Strong experience engaging C-suite stakeholders and leading high-value commercial discussions and negotiations.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Experience coaching or leading Customer Success or Account Management teams.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Strong understanding of the hotel, travel, revenue management, distribution and digital marketing ecosystem.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Experience developing regional or portfolio-level customer growth strategies is preferred.</li></ul> Core Competencies<ul class="ul1" style="color:rgb(0,0,0);font-size:medium;"><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Strategic account leadership and commercial acumen.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Executive stakeholder management and relationship building.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Consultative customer engagement and value realization.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Customer retention, adoption and growth orientation.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Data-driven decision-making and analytical thinking.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Cross-functional leadership and influence.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">People leadership, coaching and accountability.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Strong communication, presentation, negotiation and problem-solving skills.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Ownership, sound prioritization and effective execution in a fast-paced environment.</li><li class="li2" style="margin:0px;font-style:normal;font-variant:normal;font-size:13px;line-height:normal;font-family:'Helvetica Neue';">Customer-first approach balanced with a strong commercial mindset.</li></ul> Equal OpportunityRateGain is an equal opportunity employer committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.

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