Vice President - Customer Success

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, today 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 all the top car rentals, including 25 Global Fortune 500 companies in unlocking new revenue every day.

What we are looking to hire:

We are looking for a proven leader to drive a high-impact Customer Success function for RevAI, shaping it into a predictable growth engine.

This leader will ensure customers consistently realize measurable business impact and ROI, while driving strong retention (NRR >120%) and sustainable expansion across enterprise accounts. They will work closely with a lean team, focusing on quality execution, customer outcomes, and scalable processes rather than large-scale team expansion.

The ideal candidate will establish RateGain as a trusted, strategic revenue intelligence partner to customers across the US, Europe, and global markets, embedding RevAI into their core decision-making processes.

Primary Responsibilities:

Own Global Customer Success Strategy & Execution

Define and execute a scalable global Customer Success strategy aligned to RevAI growth goals
Build differentiated regional approaches for US, EU, and APAC markets
Establish Customer Success as a core revenue-driving function

Drive Retention, Expansion & Revenue Outcomes

Own Net Revenue Retention (NRR), gross retention, and churn reduction
Identify and scale upsell and cross-sell opportunities across RevAI modules
Partner with Sales to ensure seamless renewals and expansion motion

Deliver Measurable Customer Value & ROI

Ensure customers achieve quantifiable business outcomes from RevAI:
Revenue uplift
Forecast accuracy
Yield optimization
Institutionalize QBRs, ROI frameworks, and value dashboards across all enterprise accounts

Own End-to-End Customer Lifecycle

Oversee the full lifecycle:
Onboarding & implementation
Adoption & engagement
Renewal & growth
Reduce time-to-value and increase product adoption at scale

Establish Scalable Processes & Systems

Design and implement:
Customer segmentation models
Lifecycle playbooks
Customer health scoring frameworks
Leverage tools (e.g., CRM/CS platforms) for data-driven decision-making

Act as Voice of Customer

Capture and synthesize customer feedback into actionable insights

Partner with Product & Engineering to influence roadmap priorities

Advocate for features that improve adoption, retention, and differentiation

Knowledge

Strong understanding of B2B SaaS, AI/analytics platforms, and revenue management domains
Familiarity with enterprise customer lifecycle, retention models, and value realization frameworks
Exposure to global markets (US, EU) and enterprise customer expectations

Skills & Work Experience

10+ years in Customer Success / Account Management / SaaS leadership
Proven track record of owning NRR, churn reduction, and expansion revenue
Experience building and scaling global CS teams and operating models
Strong ability to drive customer adoption, ROI, and executive engagement
Data-driven approach to customer health, usage insights, and growth opportunities

Attitude & Culture Fit

Owner’s mindset: Takes full accountability for customer outcomes and treats the business as a long-term asset
Strategic and hands-on: Able to define strategy while staying close to execution during scale
High standards: Drives excellence in customer experience, delivery, and consistency
Influential collaborator: Aligns Product, Sales, and leadership to drive customer success outcomes
Outcome-oriented: Connects customer success initiatives directly to retention, expansion, and revenue impact

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, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

ry day.