Senior Director - Customer Success
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (39.0%).
Occupation TypeBusiness associate professionals not elsewhere classified.
Occupation Code Skill LevelMedium Skilled
Sponsorship Salary Threshold
£41,700
(£21.38 per hour)
Standard minimum applies
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Description
Job Title: Senior Director, Customer Success
Location: United Kingdom (Hybrid / Remote)
Industry: SaaS | Hospitality Technology | Travel-Tech | Hotel-Tech
About RateGain:
RateGain Travel Technologies Limited is a global provider of AI-powered SaaS solutions for travel and hospitality, working with 3,200+ customers and 700+ partners across 100+ countries. RateGain helps businesses accelerate revenue generation through acquisition, retention, and wallet share expansion. Founded in 2004 and headquartered in India, 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 multiple Global Fortune 500 companies. RateGain processes largescale electronic transactions, pricing intelligence, and travel intent data to power revenue management, distribution, marketing, and operational excellence.
About The Role
We are seeking a strategic and execution-focused Senior Director of Customer Success to lead and scale our post-sales organization across the Europe region. This role is pivotal in driving customer value, retention, and expansion within a fast-growing SaaS business serving the hospitality and travel sectors. You will oversee the full customer lifecycle—from onboarding through renewal and growth—ensuring customers realize measurable business outcomes from our platform. This role requires a balance of strategic leadership, operational rigor, and deep customer empathy, particularly within the hospitality ecosystem.
Key Responsibilities
Leadership & Strategy
Location: United Kingdom (Hybrid / Remote)
Industry: SaaS | Hospitality Technology | Travel-Tech | Hotel-Tech
About RateGain:
RateGain Travel Technologies Limited is a global provider of AI-powered SaaS solutions for travel and hospitality, working with 3,200+ customers and 700+ partners across 100+ countries. RateGain helps businesses accelerate revenue generation through acquisition, retention, and wallet share expansion. Founded in 2004 and headquartered in India, 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 multiple Global Fortune 500 companies. RateGain processes largescale electronic transactions, pricing intelligence, and travel intent data to power revenue management, distribution, marketing, and operational excellence.
About The Role
We are seeking a strategic and execution-focused Senior Director of Customer Success to lead and scale our post-sales organization across the Europe region. This role is pivotal in driving customer value, retention, and expansion within a fast-growing SaaS business serving the hospitality and travel sectors. You will oversee the full customer lifecycle—from onboarding through renewal and growth—ensuring customers realize measurable business outcomes from our platform. This role requires a balance of strategic leadership, operational rigor, and deep customer empathy, particularly within the hospitality ecosystem.
Key Responsibilities
Leadership & Strategy
- Define and execute the Customer Success vision aligned with company growth objectives
- Build, mentor, and scale a high-performing Customer Success organization (CSMs, onboarding, support alignment)
- Establish regional strategy for Europe, including segmentation, coverage models, and customer engagement frameworks
Customer Lifecycle Management
- Own customer retention, satisfaction (CSAT/NPS), and net revenue retention (NRR) targets
- Design and optimize onboarding, adoption, and value realization programs
- Develop scalable playbooks for enterprise and mid-market hospitality clients
- Partner closely with Sales, Account Management, and Revenue Operations to drive upsell and cross-sell opportunities
- Lead renewal strategy and mitigate churn risks through proactive engagement and data-driven insights
- Contribute to pricing, packaging, and customer expansion strategies
- Build strong relationships with key customers in hotel groups, OTAs, travel platforms, and hospitality operators
- Act as the voice of the customer internally, influencing product roadmap and innovation
- Representing the company at industry events, conferences, and executive forums
- Implement KPIs, dashboards, and forecasting models to track performance
- Drive adoption of Customer Success tools (e.g., Gainsight, Totango, Salesforce)
- Ensure cross-functional alignment with Product, Support, and Engineering teams
- 10–15+ years of experience in Customer Success, Account Management, or related functions within SaaS
- Proven leadership experience managing senior CS teams in a high-growth environment
- Strong background in hospitality technology, hotel-tech, travel-tech, or adjacent SaaS sectors
- Demonstrated success driving retention, expansion, and customer satisfaction at scale
- Experience of working with enterprise clients (e.g., hotel chains, travel platforms, or multi-location operators)
- Deep understanding of SaaS metrics (NRR, GRR, churn, LTV, CAC)