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 worlds 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

• Owners 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.