Vice President Customer Success

Role Overview:
As a proven leader, you will be responsible for driving a high-impact Customer Success function for RevAI at RateGain Travel Technologies Limited. Your main focus will be on ensuring customers consistently realize measurable business impact and ROI, driving strong retention, and sustainable expansion across enterprise accounts. You will work closely with a lean team, prioritizing quality execution, customer outcomes, and scalable processes over large-scale team expansion.

Key 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 such as revenue uplift, forecast accuracy, and yield optimization
- Institutionalize QBRs, ROI frameworks, and value dashboards across all enterprise accounts

• Own End-to-End Customer Lifecycle

- Oversee the full lifecycle including onboarding & implementation, adoption & engagement, and renewal & growth
- Reduce time-to-value and increase product adoption at scale

• Establish Scalable Processes & Systems

- Design and implement customer segmentation models, lifecycle playbooks, and 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

Qualifications Required:

• 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

Additional Details of the Company:
RateGain Travel Technologies Limited is a global provider of AI-powered SaaS solutions for travel and hospitality, working with 16,000+ customers and 700+ partners in 100+ countries. The company is committed to creating a diverse and inclusive workplace and is proud to be an equal opportunity employer. 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. Role Overview:
As a proven leader, you will be responsible for driving a high-impact Customer Success function for RevAI at RateGain Travel Technologies Limited. Your main focus will be on ensuring customers consistently realize measurable business impact and ROI, driving strong retention, and sustainable expansion across enterprise accounts. You will work closely with a lean team, prioritizing quality execution, customer outcomes, and scalable processes over large-scale team expansion.

Key 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 such as revenue uplift, forecast accuracy, and yield optimization
- Institutionalize QBRs, ROI frameworks, and value dashboards across all enterprise accounts

• Own End-to-End Customer Lifecycle

- Oversee the full lifecycle including onboarding & implementation, adoption & engagement, and renewal & growth
- Reduce time-to-value and increase product adoption at scale

• Establish Scalable Processes & Systems

- Design and implement customer segmentation models, lifecycle playbooks, and 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

Qualifications Required:

• Strong u