Director, Customer Value and Retention

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.

The Mission:

The Director of Lifecycle Marketing will be responsible for designing and executing end-to-end customer engagement strategies to drive acquisition, adoption, retention, and expansion for RateGain’s SaaS products, including UNO and RevAI. This leader will establish and scale a lifecycle marketing function, integrating ABM, intent data, cross-sell, and product education to accelerate revenue growth and customer value realization.

Key Responsibilities:

Customer Journey Optimization

• Build and continuously refine multi-touch customer journeys (acquisition → retention → expansion) to ensure seamless and personalized engagement at every stage.
• Leverage customer intent data, behavioral signals, and segmentation to deliver relevant, timely experiences.

Analytics & Measurement

• Define lifecycle marketing KPIs and dashboards, working closely with Revenue Operations to track pipeline contribution, customer health, and expansion metrics.
• Regularly analyze campaign performance, A/B test engagement strategies, and apply insights to drive continuous improvement.

Cross-Functional Collaboration

• Partner with Sales, Customer Success, and Product Marketing teams to align lifecycle campaigns with go-to-market priorities.
• Ensure ABM and lifecycle marketing efforts are integrated with global demand generation and field marketing strategies.

Technology & Automation

• Own the lifecycle marketing tech stack (e.G., HubSpot, Marketo, Gainsight, Demandbase, or similar platforms) ensuring scalable automation of campaigns and reporting.
• Evaluate new tools and technologies to enhance personalization, engagement tracking, and ABM effectiveness.

Voice of Customer & Feedback Loop

• Use insights from lifecycle campaigns, NPS, and customer health surveys to inform product marketing and product management teams.
• Champion customer advocacy programs, driving case studies, testimonials, and referral initiatives.

Scalable Playbooks & Best Practices

• Build repeatable campaign frameworks and playbooks for ABM, onboarding, adoption, and expansion that can scale across multiple RateGain products.
• Mentor team members and build organizational knowledge in lifecycle marketing excellence.

Functional KPIs:

• ABM Engagement – ≥ 40–50% engagement rate in target ABM accounts
• Customer Education Participation – ≥ 70% of accounts engaged in education programs
• Product Usage & Engagement – +30% YoY increase in active usage/engagement score
• Journey Monitoring – 100% of engagement journeys reviewed & updated quarterly
• Automated Lifecycle Engagement – ≥ 70% of customers engaged through automated multi-touch lifecycle campaigns (onboarding, adoption, retention, expansion)

Strategic KPIs:

• Pipeline Impact from ABM – ≥ 20% of enterprise pipeline contribution influenced by ABM programs
• New pipeline contributing to 10–15% from cross-sell/upsell campaigns
• Product Feature Adoption – ≥ 50% of new feature adoption within 6 months of launch

Key Competencies:

• Strategic Leadership – Creates a vision for lifecycle marketing, aligns it with business goals, and inspires teams to deliver.
• Customer-Centric Orientation – Focused on delivering value that drives adoption, retention, and NRR growth.
• Lifecycle & ABM Expertise – Strong understanding of B2B SaaS lifecycle marketing, ABM frameworks, intent signal activation, and cross-sell design.
• Analytical & Data-Driven – Uses data and SaaS growth metrics (NRR, churn, CLV, pipeline) to design and optimize campaigns.
• Collaboration & Influence – Builds trust and alignment with Sales, Customer Success, Product Marketing, and RevOps.
• Results Orientation – Relentlessly focused on measurable outcomes and impact on revenue.
• Adaptability & Innovation – Thrives in fast-paced, scaling environments;
  creates new approaches and processes.

Education & Work Experience:

• 8–12 years of experience in B2B SaaS marketing, with emphasis on lifecycle/retention, ABM, and customer engagement.
• Bachelor’s degree in Marketing, Business Administration, Communications, or related field (mandatory)
• MBA or Master’s degree in Marketing, Business Strategy, or Digital/Customer Analytics (preferred, not mandatory)
• Proven track record of building lifecycle marketing strategies that directly impacted pipeline,adoption, retention, and expansion.
• Hands-on expertise with ABM tools (e.G., 6Sense, Demandbase, Terminus), marketing automation (Marketo, HubSpot, Eloqua), and analytics/CDP tools (Gainsight, Amplitude, Mixpanel).
• Experience in travel tech, hospitality SaaS, or adjacent enterprise SaaS industries preferred.

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.