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 13000 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 30 Hotel Chains, 25 of the Top 30 Online Travel Agents, 4 of the Top 5 Airlines, and all the top car rentals, including 16 Global Fortune 500 companies in unlocking new revenue every day.

Mission

Set strategy and build the success organization to deliver company-wide impact. Drive cross-functional alignment, develop leaders, and establish scalable systems for sustained growth.

Key Outcomes

• Within 30 days: establish strategic direction, assess organizational capabilities, and align leadership team.
• Within 90 days: implement organizational changes and secure resources for strategic initiatives.
• Within 6 months: deliver transformational outcomes that significantly impact business metrics.
• Increase net revenue retention via proactive success plans, health scoring, and executive QBRs.
• Reduce time-to-value and support response/resolution times while raising CSAT.
  
  

Key Responsibilities

• Onboard new customers and ensure successful product adoption
• Monitor customer health metrics and proactively address potential issues
• Conduct regular check-ins and business reviews with key accounts
• Identify expansion opportunities within existing customer base
• Resolve customer issues and escalations in a timely manner
• Collaborate with product teams to communicate customer feedback and feature requests
• Set organizational strategy and long-term vision
• Build and lead high-performing leadership teams
• Drive company-wide initiatives and cultural transformation
  
  

Core Competencies

• Organizational design: structures teams and processes for scale, defines roles and responsibilities clearly.
• Strategic vision: sets long-term direction, anticipates market changes, and positions organization for success.
• Executive presence: communicates with confidence to senior stakeholders, board members, and external partners.
• Culture building: shapes organizational values, drives cultural transformation, and models desired behaviors.
• Resource allocation: makes investment decisions, prioritizes initiatives, and optimizes organizational capabilities.
• Talent strategy: builds world-class leadership teams and creates succession planning across the organization.
• Executive relationship management and value realization.
• Customer health scoring, playbooks, and renewal/expansion strategy.
  
  

Qualifications

• VP Customer Success: relevant experience with a track record of measurable outcomes in success.
• Bachelor's degree or equivalent practical experience. Advanced degree is a plus depending on role.
• Typically 10–15 years; sets strategy, builds organizations, and manages multi-team portfolios.
• Seniority: Leadership.
  
  

Equal Opportunity Employer

We are proud to be an equal opportunity employer and are committed to providing a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals, regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.