Director, Client Success

RateGain; Dadri; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

RateGain Travel Technologies Limited is looking for a Director of Client Success to lead the SoHo APMEA client success strategy, performance, and outcomes. You will oversee a team of CSMs, provide coaching, and ensure high-impact client experiences across the region while partnering with Sales, Delivery, Product, and global CS leadership.

The role emphasizes executive relationship management, accountability for client health and renewal readiness, and driving growth opportunities through

Responsibilities

• Lead the SoHo APMEA Client Success Manager team with coaching and governance.
• Oversee client health, renewal readiness, retention and growth across the portfolio.
• Collaborate with Sales, Delivery, Product and Support to ensure value delivery.
• Drive regional strategy, execution, and cross-functional alignment.

Job description

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.

Key Products

• UNO: AI-powered revenue maximization platform.
• Distribution: Seamless inventory and pricing management across channels.
• Demand Booster: MarTech solution for driving traffic to hotel websites.
• DAAS: Real-time data and insights for informed decision‑making.

Role Overview

We are seeking a highly motivated, strategic, and results‑driven Director, Client Success to lead the SoHos client success strategy, team performance, and client outcomes across the SoHo APMEA portfolio. This role will oversee the SoHo APMEA Client Success Manager team, providing leadership, coaching, operational guidance, and escalation support to ensure a consistent high‑impact client experience across the region. The Director will be accountable for client health, retention, growth, service quality, and regional execution, while partnering closely with Sales, Delivery, Product, and global Client Success leadership.

Client Relationship Leadership

Serve as a senior point of contact for key SoHo APMEA clients, particularly during escalations, strategic reviews, renewals, and high‑stakes conversations. Build and maintain executive‑level relationships across priority accounts in the region. Ensure the CSM team is proactively managing client health, engagement, retention risk, and growth opportunities across the portfolio. Partner with CSMs on strategic account planning, QBRs, business reviews, renewal preparation, and issue resolution. Conduct regular portfolio reviews to identify trends, risks, opportunities, and service gaps across SoHo APMEA accounts. Step in as needed to support account coverage during turnover, bandwidth constraints, escalations, or major client transitions.

Team Leadership & Development

Directly manage, coach, and develop the SoHo APMEA Client Success Manager team. Set clear expectations for CSM performance, client engagement, account ownership, communication standards, and operational follow‑through. Lead onboarding, training, and continued development for new and existing team members. Establish and reinforce best practices for account management, client communication, renewal support, upsell identification, escalation handling, and internal coordination. Foster a collaborative, accountable, and client‑first team culture across a geographically distributed region. Provide regular performance feedback, support career development, and help strengthen the teams strategic client management capabilities.

Regional Strategy & Execution

Own execution of the Client Success strategy for the SoHo APMEA portfolio, ensuring alignment with broader company, regional, and revenue goals. Partner with leadership on retention planning, upsell strategy, client experience initiatives, and regional performance reporting. Monitor portfolio health metrics, renewal readiness, client satisfaction, risk indicators, and expansion opportunities. Identify recurring client themes, product feedback, service delivery challenges, and operational needs across the region. Translate portfolio insights into clear action plans for the CSM team and cross‑functional partners. Ensure consistent adoption of Client Success processes, tools, reporting standards, and operating rhythms across the SoHo APMEA team.

Cross‑Functional Collaboration

Work closely with Sales, Delivery, Product, Support, and Operations to ensure seamless client transitions, clear ownership, and continued alignment on value delivery. Partner with Sales on renewal strategy, upsell opportunities, account planning, and executive client engagement. Collaborate with Delivery teams to ensure service quality, campaign execution, and client expectations are aligned. Share regional client feedback and market insights with Product and support leadership.