Role – Director / Senior Director - Customer Success
Purpose of the role – We will not be successful unless our customers are receiving massive value from our service. RG is looking for a Account Manager who
will own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g.; on-boarding, support, services, adoption, etc.), Account Management (e.g.; advocacy, retention, strategic consulting, etc.) and outcomes (e.g.; renewals, up-sell, etc.).
Responsibilities
Drive Customer Success Outcomes
Increase renewal rates and reduce churn
Expand our 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 reference-ability
Define and Optimize Customer Lifecycle
Map customer journey
Develop listening points in journey (e.g.; usage, satisfaction, etc.)
Standardize interventions for each point in journey
Define segmentation of 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
Competencies
Minimum 10 years experience with significant time spent in hospitality/travel technology.
In-depth understanding of hotel distribution technology (including connection with OTAs, GDS, content etc.)
Ability to manage influence through persuasion, negotiation, and consensus building
Ideally combined background of post-sale and sales experience with a 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
Seniority level
Director
Employment type
Full-time
Job function
Other
Industries
Hospitality
Referrals increase your chances of interviewing at RateGain by 2x