Customer Success Strategist
2 weeks ago
At RateGain, we're seeking a seasoned Customer Success Strategist to drive revenue growth and customer satisfaction in the hospitality industry.
About the Role
This critical position involves driving success for our customers by owning customer onboarding, support, services, adoption, and outcomes. You'll work closely with cross-functional teams to expand our revenue in accounts through cross-sell and up-sell opportunities, increase renewal rates, and reduce churn.
Key Responsibilities
- Drive Customer Success Outcomes
- Increase renewal rates and reduce churn
- Expand revenue in accounts through cross-sell and up-sell
- Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
- Drive new business growth through greater advocacy and referenceability
- Define and Optimize Customer Lifecycle
- Map customer journey
- Develop listening points in the journey (e.g., usage, satisfaction)
- Standardize interventions for each point in the journey
- Define segmentation of the customer base and varying strategies
- Identify opportunities for continuous improvement
- Manage Customer Success Activities
- Onboarding
- Training
- Professional Services
- Customer Support
- Customer Success Management
- Renewals
- Cross-sell/Up-sell
- Advocacy
Requirements
- Minimum 10 years experience with significant time spent in hospitality/travel technology
- In-depth understanding of hotel distribution technology (including connections with OTAs, GDS, content, etc.)
- Ability to manage influence through persuasion, negotiation, and consensus building
- Ideal combined background of post-sale and sales experience with strong commercial acumen
- Ability to read commercial contracts and understand legal clauses
- Strong empathy/obsession 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
Estimated Salary Range: $120,000 - $180,000 per year, depending on experience and qualifications.
About RateGain
RateGain is a leading provider of hotel software solutions, helping hotels and resorts maximize their online presence and revenue. We're committed to delivering exceptional customer experiences and driving growth in the hospitality industry.
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