Senior Director | Director| Customer Success

About RateGain

RateGain Travel Technologies Limited is a global provider of SaaS solutions for travel and hospitality that works with 2800+ 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, today RateGain works with Top 23 of 30 Hotel Chains, Top 25 of 30 Online Travel Agents, and all the top car rentals including 8 Global Fortune 500 companies in unlocking new revenue everyday. For more information, please visit

https://www.rategain.com

Purpose of the role –

We will not be successful unless our customers are receiving massive value from our service. RG is looking for Senior Principal Partner- Customer Success who will own driving success for our customers.

This role includes responsibilities for Customer Success activities (e.g.; on-boarding, support, services, adoption, etc.), Account Management (e.g.; advocacy, retention, strategic consulting, etc.) and outcomes (e.g.; renewals, up-sell, etc.).

Responsibilities

• Drive Customer Success Outcomes

o Increase renewal rates and reduce churn

o Expand our revenue in accounts through cross-sell and up-sell

o Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

o Drive new business growth through greater advocacy and reference-ability

• Define and Optimize Customer Lifecycle

o Map customer journey

o Develop listening points in journey (e.g.; usage, satisfaction, etc.)

o Standardize interventions for each point in journey

o Define segmentation of customer base and varying strategies

o Identify opportunities for continuous improvement

• Manage Customer Success Activities

o Onboarding

o Training

o Professional Services

o Customer Support

o Customer Success Management

o Renewals

o Cross-sell / Up-sell

o Advocacy

Competencies

• Minimum 8-12 years’ experience with significant time spent in hospitality/travel technology or SaaS company.

• In-depth understanding of hotel distribution technology is preferred (including connection with OTAs, GDS, content etc.)

• Ability to manage influence through persuasion, negotiation, and consensus building

• Ideally combined background of post-sale and sales experience with a strong commercial acumen

• Ability to read commercial contracts and understand legal clauses

• Strong empathy/obsession for customers AND passion for revenue and growth

• Deep understanding of value drivers in recurring revenue business models

• Analytical and process-oriented mindset

• Demonstrated desire for continuous learning and improvement

• Excellent communication and presentation skills