RateGain - Senior Director - Customer Success - AirGain - Enterprise/SaaS/Airline

Senior Director - Customer Success - AirGain (Enterprise / SaaS / Airline)

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.
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 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.

AirGain (Product Overview)

AirGain, is a next-generation airfare pricing intelligence platform designed to help airlines, OTAs, and travel sellers stay competitive in real time. Leveraging AI, automation, and global data coverage, AirGain delivers deep insights into market movements, competitor pricing, and route-level fare fluctuations, empowering revenue management and pricing teams to make faster, smarter, and more profitable decisions

Exploring the role :

- We are looking for a Senior Director - Customer Success for the Travel DaaS (Airline Business). The ideal candidate will be a strategic partner to global enterprise clients, while also leading and scaling a high-performing customer success team.

- This is a unique opportunity to blend hands-on account ownership with team leadership, all while helping enterprise clients achieve transformative outcomes. Good understanding of airline industry will be preferred. Familiarity with RateGain portfolio of airline products will be a plus. You will get to work with clients across the globe.

How Your Day Will Look Like/Job Responsibility

Enterprise Account Ownership

- Act as the executive sponsor for a portfolio of strategic enterprise AirGain clients.

- Drive customer value by deeply understanding client goals, aligning product capabilities, and ensuring measurable outcomes.

- Lead strategic business reviews, performance check-ins, and renewal/expansion conversations.

Team Leadership

- Build, manage, and mentor a team of Customer Success individuals

- Set goals, establish success metrics, and foster a culture of customer-centricity, ownership, and collaboration.

- Work cross-functionally with Product, Sales, Marketing, and Support to ensure end-to-end client satisfaction and product adoption.

Growth & Retention

- Drive retention, GRR, NRR, upsell, and expansion revenue opportunities within the AirGain portfolio.

- Develop strategies to improve onboarding, usage, and customer lifetime value.

- Proactively identify churn risks and implement recovery strategies.

Customer Advocacy & Insights

- Champion the voice of the customer internally to influence product roadmap and go-to-market strategies.

- Create customer success playbooks, health scorecards, and success plans to track progress and outcomes.

- Serve as a thought leader at industry events, webinars, and with internal stakeholders.

Education & Work Experience

- 12+ years of total professional experience in Customer Success, Account Management, or Enterprise Client Services, preferably in the B2B SaaS or travel technology space

- Graduation / Post Graduation in related fields with excellent communications skills. MBA is plus

Working with or supporting airline clients in the areas of pricing, competitive intelligence, or distribution is preferred

Knowledge

- Deep understanding of airline and travel industry dynamics, including fare pricing, revenue management, distribution channels, and competitive intelligence.

- Knowledge of SaaS-based customer success strategies, subscription models, and enterprise customer engagement practices.

- Knowledge of customer success metrics (e.g., NRR, retention, expansion, health scores) and their impact on revenue growth.

- Understanding of global customer operations, account lifecycle management, and regional business nuances across North America, EMEA, and APAC.

Skills:

- Executive relationship management - building trust and influence with C-level stakeholders across global enterprise accounts.

- Strategic thinking and account planning - developing tailored success plans that align customer goals with AirGain's capabilities.

- Data-driven storytelling - interpreting product usage, fare movement trends, and ROI to deliver compelling insights to customers.

- Crisis management and conflict resolution - handling escalations and turning risks into long-term loyalty opportunities.

Attitude

- Ability to drive global customer success strategy while maintaining direct accountability for high-value enterprise clients.

- Ability to work under pressure, adapt quickly, and operate in fast-paced, high-growth SaaS environments.

- Efficiently collaborate across departments and work closely with other teams.

- Strong leadership and people management skills.

- Problem Solver