Customer Success Leader

6 days ago

Noida, Uttar Pradesh, India RateGain Full time
Job Description

We are seeking an experienced Customer Success Leader to drive success for our customers in the hospitality and travel technology space. The ideal candidate will have a proven track record of increasing renewal rates, expanding revenue through cross-sell and up-sell, and influencing future lifetime value through higher product adoption, customer satisfaction, and overall health scores.

Responsibilities
  • Drive Customer Success Outcomes
    • Increase renewal rates and reduce churn by identifying and addressing customer pain points and developing targeted solutions.
    • Expand revenue in accounts through cross-sell and up-sell opportunities, leveraging customer relationships and industry expertise.
    • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores by providing exceptional customer service and support.
    • Drive new business growth through greater advocacy and reference-ability by fostering strong customer relationships and delivering exceptional results.
  • Define and Optimize Customer Lifecycle
    • Map customer journey to identify key touchpoints and pain points, and develop targeted solutions to improve customer experience.
    • Develop listening points in journey to gather customer feedback and insights, and use this information to inform product development and customer service strategies.
    • Standardize interventions for each point in journey to ensure consistency and efficiency in customer interactions.
    • Define segmentation of customer base and varying strategies to meet the unique needs of different customer groups.
    • Identify opportunities for continuous improvement and implement changes to drive customer success and growth.
  • Manage Customer Success Activities
    • Onboarding: Develop and execute onboarding plans to ensure seamless transition to production environment.
    • Training: Provide regular training and support to customers to ensure they get maximum value from our products.
    • Professional Services: Deliver professional services such as implementation, configuration, and customization to meet customer needs.
    • Customer Support: Provide timely and effective support to customers through various channels including phone, email, and chat.
    • Cross-sell/Up-sell: Identify and pursue cross-sell and up-sell opportunities to increase revenue and customer value.
    • Renewals: Manage renewals process to ensure timely and successful contract renewals.
    Requirements
    • A minimum of 10 years of experience in hospitality or travel technology with significant time spent in customer-facing roles.
    • Strong understanding of hotel distribution technology, including connections with OTAs, GDS, content, etc.
    • Ability to manage influence through persuasion, negotiation, and consensus building.
    • Combined background of post-sale and sales experience with strong commercial acumen.
    • Ability to read commercial contracts and understand legal clauses.
    • Strong empathy for customers and passion for revenue and growth.
    • Deep understanding of value drivers in recurring revenue business models.
    • Analytical and process-oriented mindset.
    • Demonstrated desire for continuous learning and improvement.
    • Excellent communication and presentation skills.

We offer a competitive salary range of $120,000 - $180,000 per year, depending on experience, plus benefits and bonuses.

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