RateGain
Website:
rategain.com
Job details:
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 include:
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
Who we are looking to hire:
We are seeking a highly motivated, strategic, and results-driven
Director, Client Success to lead SoHo’s 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.
As both a people leader and senior client-facing partner, this role will guide the team in strengthening client relationships, identifying risks and expansion opportunities, improving account strategy, and ensuring SoHo clients across APMEA receive measurable value from SoHo and RateGain solutions.
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 team’s 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 leadership teams to help inform roadmap priorities and service improvements.
- Serve as a regional voice for SoHo APMEA Client Success in internal planning, reporting, and strategic initiatives.
Qualifications
- 8+ years of experience in Client Success, Account Management, Customer Experience, or a related client-facing leadership role, preferably within a digital agency, SaaS, hospitality, MarTech, or technology-enabled services environment.
- Proven experience leading, coaching, and developing client-facing teams.
- Strong track record managing enterprise or high-value client relationships across complex portfolios.
- Experience supporting clients across APMEA or other multi-market, multi-cultural regions preferred.
- Demonstrated success driving retention, client satisfaction, renewal readiness, and account growth.
- Strong executive presence with the ability to lead escalations, influence stakeholders, and communicate clearly with senior client contacts.
- Excellent cross-functional collaboration skills, with the ability to partner effectively across Sales, Delivery, Product, Operations, and leadership teams.
- Strategic, proactive, and solutions-oriented mindset with strong business judgment and operational discipline.
- Comfort working across time zones and supporting a geographically distributed team and client base.
Why Join SoHo + RateGain
- Lead Client Success for a high-impact regional portfolio within SoHo’s APMEA business.
- Work with globally recognized hospitality brands and help bring their social media and digital presence to life.
- Manage and develop a talented Client Success team across a dynamic, fast-growing region.
- Be part of an award-winning team at the forefront of hospitality, MarTech, and client experience innovation.
- Access RateGain’s global network, professional development programs, and career growth opportunities.
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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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