Senior Partner- Customer Success

About RateGain

RateGain Travel Technologies Limited is a global provider of AI powered SaaS solutions for travel and hospitality, working with 13,000+ customers and 700+ partners across 160+ countries. RateGain helps travel and hospitality businesses accelerate revenue generation through acquisition, retention, and wallet share expansion.

Today, RateGain is one of the world's largest processors of electronic transactions, price points, and travel intent data, enabling revenue management, distribution, and marketing teams across hotels, airlines, destination marketing organizations, metasearch companies, package providers, car rentals, travel management companies, cruises, and ferries to drive better business outcomes.

Founded in 2004 and headquartered in India, RateGain works with 33 of the Top 40 Hotel Chains, 4 of the Top 5 Airlines, 7 of the Top 10 Car Rental companies, and all leading Destination Marketing Organizations, Online Travel Agents, and metasearch platforms, including 25 Global Fortune 500 companies, unlocking new revenue every day.

Recognized globally for its innovation and impact, Digital Marketing Agency by HotelTechReport RateGain has been named Best Awards and Best Channel Manager by the World Travel Tech Awards. The company has also been certified as a Great Place to Work® in the USA, Spain, and India, with recognition in India for seven consecutive years. In 2025, RateGain was honored as Emerging Company of the Year at The Economic Times Awards for Corporate Excellence, named among Deloitte India Technology Fast 50 for the sixth time, and won Excellence in Best AI Solution Showcase for UNO VIVA at the CII National AI Awards 2025, among other industry recognitions.

The Mission

To own and grow a portfolio of strategic customer relationships by driving product adoption, value realization, retention, and overall customer satisfaction . The role acts as a trusted business partner to customers, understanding their evolving business needs, proactively addressing risks, and identifying opportunities for cross-sell and upsell . You will work closely with internal stakeholders to deliver strong customer outcomes while contributing to sustainable account growth and long-term partnerships .

Key Responsibilities

• Manage a portfolio of strategic customers, building relationships with key decision-makers and senior stakeholders .
• Drive retention by monitoring account health and proactively addressing risks.
• Lead customer onboarding and ensure value realization through effective solution adoption .
• Develop and execute account success plans aligned with customer priorities and growth opportunities .
• Conduct regular business reviews to present performance insights and strategic recommendations .
• Identify and drive revenue expansion opportunities in collaboration with Sales and Commercial teams .
• Own customer escalations and coordinate with internal teams for timely resolution .
• Establish RateGain as a strategic technology partner by building executive-level relationships .
• Act as the voice of the customer internally to influence Product, Innovation, and Leadership teams .
• Monitor account performance metrics to identify churn risks and expansion opportunities .
• Stay updated on Egypt’s travel and hospitality ecosystem, regional market trends, and competitive landscape
• Collaborate cross-functionally to ensure a seamless customer experience .

Key KPIs

• Achieve high customer retention and renewal rates while reducing churn.
• Drive account growth through successful cross-sell and upsell initiatives .
• Increase Net Revenue Retention (NRR) across the assigned portfolio.
• Improve product adoption, usage, and utilization rates .
• Maintain high customer health scores and positive CSAT/NPS ratings .
• Ensure timely resolution of customer escalations and adherence to agreed SLAs .
• Develop high-quality account plans and conduct impactful Quarterly Business Reviews (QBRs) .
• Foster strong customer advocacy through references, testimonials, and case studies .

Competency

• Excellent communication, presentation, and negotiation skills .
• Strong commercial acumen and ability to identify business opportunities .
• Strategic and analytical approach to account management .
• Effective problem-solving and conflict-resolution capabilities .
• Ability to influence cross-functional teams without direct authority .
• High ownership, accountability, and a customer-first mindset .
• Proactive, consultative, and entrepreneurial approach .
• Strong prioritization and execution skills .

Education and Experience

• Bachelor's degree in Business, Marketing, Hospitality, or a related field; MBA is a plus.
• 10–12 years of experience in Customer Success, Account Management, Client Servicing, or Business Development .
• Proven experience managing mid-market or enterprise B2B SaaS accounts .
• Demonstrated expertise in customer retention, account growth, and relationship management .
• Strong experience managing senior stakeholders and influencing decision-makers .
• Proficiency in CRM platforms such as Salesforce .
• Strong understanding of B2B SaaS subscription models and customer lifecycle management .
• Knowledge of the travel and hospitality technology ecosystem in Egypt and the wider Middle East and North Africa (MENA) region is highly 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, genetics, disability, age, or veteran status