Vice President - Customer Success

RateGain; Dadri; On-site; INR 2,000,000 - 3,000,000; Full time

Job summary

RateGain is seeking a dynamic leader for the Customer Success function tasked with shaping strategies for measurable impact and fostering customer relationships. This role demands expertise in SaaS, leadership experience, and a data-driven approach to drive retention, expansion, and revenue. You will work closely with teams across global markets ensuring customers experience quantifiable business growth and efficient product adoption. Prior experience in driving Net Revenue Retention is crucial, as is a strategic mindset for sustainable success.

Qualifications

• 10+ years in Customer Success, Account Management, or SaaS leadership.
• Proven ownership of Net Revenue Retention (NRR) and churn reduction.
• Experience building and scaling global Customer Success teams.

Responsibilities

• Define and execute a scalable global Customer Success strategy.
• Own Net Revenue Retention and identify upsell opportunities.
• Ensure customers achieve quantifiable business outcomes.

Skills

Customer Success Management

Account Management

SaaS Leadership

Data-Driven Decision Making

B2B SaaS Knowledge

Tools

CRM/CS platforms

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.

Job Overview

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.

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.