Senior Manager, Client Success
Description
About RateGain
RateGain Travel Technologies Limited is a global provider of AI-powered SaaS solutions for travel and hospitality that works with 16,000+ customers and 700+ partners in 100+ countries, helping them accelerate revenue generation through acquisition, retention, and wallet share expansion.
RateGain today is one of the world’s largest processors of electronic transactions, price points, and travel intent data, helping revenue management, distribution, and marketing teams across hotels, airlines, meta-search companies, package providers, car rentals, travel management companies, cruises, and ferries drive better outcomes for their business.
Founded in 2004 and headquartered in India, RateGain works with 26 of the Top 33 Hotel Chains, 25 of the Top 30 Online Travel Agents, 4 of the Top 5 Airlines, and leading car rental companies, including 25 Global Fortune 500 companies, in unlocking new revenue every day.
What will you do:
Own and manage a portfolio of hotel clients across RateGain's digital marketing and hotel revenue technology solutions.
Act as a strategic advisor and primary point of contact for hotel owners, General Managers, Revenue Managers, and Marketing teams.
Drive client success across digital campaigns, metasearch, paid media, Channel Manager, Booking Engine, competitor benchmarking, and rate intelligence solutions.
Monitor paid media and metasearch campaign performance, analyzing ROAS, bookings, revenue, conversion rates, and other key business metrics.
Advise hotel clients on pricing strategies, rate parity, distribution channel mix, booking engine conversion, and direct booking optimization.
Leverage competitor benchmarking, comp set data, and market intelligence to identify opportunities and recommend pricing and promotional strategies.
Lead Monthly Business Reviews (MBRs), account performance reviews, strategic discussions, and product roadmap conversations with clients.
Monitor account health through product adoption, customer satisfaction, NPS/CSAT, campaign performance, and engagement metrics.
Proactively identify customer concerns, account risks, and potential churn situations, developing action plans to improve retention and customer satisfaction.
Identify upselling and cross-selling opportunities across RateGain's product portfolio and collaborate with Sales teams to drive account growth.
Partner with Product, Customer Support, and Ad Operations teams to resolve client issues and ensure effective service delivery.
Gather customer feedback, identify product improvement opportunities, and communicate client requirements to internal stakeholders.
Collaborate with Marketing teams to develop customer success stories, case studies, testimonials, and referral opportunities.
Drive measurable business outcomes for clients through improved product adoption, campaign performance, revenue growth, and long-term partnerships.
SKILLS & EXPERIENCE
Strong understanding of hotel distribution and hospitality technology, including Channel Managers, Booking Engines, CRS, connectivity, rate parity, and competitor benchmarking tools.
Good knowledge of hotel revenue management, pricing strategies, distribution channels, and direct booking optimization.
Experience managing digital marketing campaigns, including metasearch, paid search, display advertising, and campaign performance optimization.
Understanding of digital campaign metrics such as ROAS, conversion rates, bookings, revenue, and marketing performance.
Strong analytical skills with the ability to interpret business data and translate insights into actionable recommendations.
Proficiency in Excel, PowerPoint, and business intelligence or reporting tools.
Experience with Salesforce or other CRM platforms will be an added advantage.
Strong client relationship management, communication, presentation, and stakeholder management skills.
Ability to engage and influence senior stakeholders, including hotel owners, General Managers, and Revenue Leaders.
Strong commercial acumen with an understanding of customer retention, account growth, upselling, and cross-selling.
Excellent problem-solving skills and the ability to manage multiple accounts and priorities independently.
Strong collaboration skills with the ability to work across Sales, Product, Support, Marketing, and Operations teams.
What are we looking for:
8-13 years of experience in Client Success, Account Management, Customer Success, or Consulting within hotel technology, hospitality, OTAs, hotel revenue management, or digital marketing.
Proven experience managing hotel clients and building long-term strategic relationships with hospitality stakeholders.
Hands-on understanding of hotel distribution technology, revenue management solutions, and digital marketing platforms.
Experience monitoring campaign performance, analyzing business metrics, and driving revenue improvement initiatives.
Demonstrated ability to manage client portfolios, lead business reviews, improve product adoption, and drive customer retention.
Experience identifying account growth opportunities through upselling and cross-selling.
Ability to translate customer business challenges into actionable solutions by collaborating with internal teams.
Strong ownership, commercial mindset, customer orientation, and ability to operate in a fast-paced environment.
Experience working with APAC hotel markets will be an advantage.
Additional regional or international language capabilities will be a plus.
Experience in B2B SaaS, travel technology, hospitality technology, or enterprise software environments is preferred.
Equal Opportunity Employer
We are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin.