Job Description

About RateGain:

RateGain Travel Technologies Limited is a global provider of AI-powered SaaS solutions for travel and hospitality that works with 3,200+ customers and 700+ partners in 100+ countries helping them accelerate revenue generation through acquisition, retention, and wallet share expansion 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.

Business Overview:

BCV, A RateGain company, is the hospitality industry's premier provider of social media solutions. The company provides a full suite of technology-enabled social media solutions 24 hours a day, seven days a week. BCV's comprehensive management solutions are supported by a robust arsenal of cutting-edge tools and analytics designed to drive traffic, increase sales, create unforgettable experiences for guests, and mitigate negative customer interactions. BCV currently provides its social media solutions to hospitality clients operating under the most elite brands in the industry.

About the role:

We are seeking a Customer Success Leader to service clients for both BCV and Demand Booster. BCV, a RateGain company, is the premier social media solutions provider for the hospitality industry, delivering full-service social media and digital programs to elite hotel brands. Demand Booster is our innovative platform that enhances direct bookings and revenue through market intelligence and targeted marketing strategies.

The individual should have an entrepreneurial mindset and experience in servicing SaaS products and digital agency businesses, preferably for travel and hospitality clients. The role involves managing P&L responsibilities to drive overall growth, strengthening relationships with key clients through exceptional service, and uncovering new opportunities via strategic initiatives and large-scale digital programs.

Job responsibility:
• Build and maintain strong client relationships as their primary point of contact.
• Oversee P&L for the customer success department, meeting financial targets.
• Deliver exceptional service by understanding client needs and providing impactful solutions.
• Drive upselling and ensure high renewal rates through proactive engagement.
• Lead and mentor a team of customer success managers, promoting a culture of excellence.
• Develop and execute customer success strategies to boost satisfaction and retention.
• Customize approaches to meet each client's unique needs.
• Keep clients informed with regular updates and transparent communication.
• Highlight the value of services through detailed reports and case studies.
• Gather client feedback and adjust services accordingly.
• Conduct regular account reviews to align on performance and goals.
• Ensure smooth onboarding and provide ongoing training.
• Use analytics to understand product usage and identify improvement areas.
• Perform regular health checks to address potential issues proactively.
• Develop client advocates for testimonials and reference programs.
• Implement robust processes and SOPs to standardize customer success operations.
• Proactively manage and reduce customer churn by identifying at-risk accounts and developing retention strategies.

Work Experience:
• 10+ years in CS Leadership within the SaaS and digital marketing agency sectors.
• Proven track record of managing P&L responsibilities and achieving financial targets.
• Demonstrated success in scaling businesses and leading year-over-year organic growth.
• Experience in leading and mentoring teams to achieve high performance.
• Strong background in developing and executing customer success strategies.
• Expertise in managing and reducing customer churn through strategic initiatives.

Knowledge:

• Deep understanding of SaaS products and digital agency operations.
• Strong knowledge of social media, digital marketing, and large-scale digital programs.
• Proficiency in P&L management and financial acumen.
• Familiarity with customer success metrics and analytics tools.
• Awareness of industry trends and client servicing best practices.
• Knowledge of working with hospitality client will be an advantage.

Skills:

• Exceptional client relationship management and communication skills.
• Strategic thinking with the ability to drive business growth and identify opportunities.
• Strong leadership and team management capabilities.
• Excellent problem-solving and decision-making skills.
• Ability to analyze data and make informed decisions.
• Proficiency with CRM software and customer success tools.
• Expertise in developing and implementing robust processes and SOPs.
• Strong capabilities in managing and reducing customer churn.

Attitude:

• Entrepreneurial mindset with a proactive approach to business challenges.
• Commitment to delivering exceptional client service and value.
• Collaborative and team-oriented, fostering a culture of excellence.
• Adaptable and open to innovation, staying ahead of industry trends.
• Results-driven with a focus on achieving financial and strategic goals.
• Thoughtful leader who mentors and motivates team members for continuous improvement.
• Dedicated to continuous process improvement and operational excellence.
• Strong problem-solving and analytical abilities
• Effective teamwork and collaboration

We are an equal opportunity employer and value diversity at our company. We do not discriminate on grounds of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided basis of qualifications, merit, and business need.

Job Tags

Work experience placement,

Similar Jobs