Principal Partner/Director - Customer Success (AirGain)

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.

Founded in 2004 and headquartered in India, today 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 all the top car rentals, including 16 Global Fortune 500 companies in unlocking new revenue every day.

AirGain (Product Overview)

AirGain, is a next-generation airfare pricing intelligence platform designed to help airlines, OTAs, Cruise liners and GSAs stay competitive in real time. Leveraging AI, automation, and global data coverage, AirGain delivers deep insights into market movements, competitor pricing, and route-level fare fluctuations, empowering revenue management and pricing teams to make faster, smarter, and more profitable decisions.

Exploring the role

We are looking for a Principal Partner/Director – Customer Success for the Travel DaaS (Airline Business). The ideal candidate will be a strategic partner to global enterprise clients. This is a unique opportunity to blend hands-on account ownership while helping enterprise clients achieve transformative outcomes. Good understanding of airline industry will be preferred. You will get to work with clients across the globe. This is an in office role and the role is based in the RateGain head office in New Delhi / Noida.

Enterprise Account Ownership

• Own a portfolio of strategic global AirGain clients as their primary point of contact and trusted advisor.
• Drive customer value by understanding client business objectives, usage patterns, and product impact.
• Lead regular business reviews, adoption check-ins, and renewal/expansion discussions.
• Identify upsell and growth opportunities through consultative engagement.

Cross-Functional Collaboration

• Collaborate closely with Product, Sales, Marketing, and Support teams to ensure client success and seamless product adoption.
• Advocate the voice of the customer internally to influence product improvements and go-to-market strategies.

Customer Success Enablement

• Develop and maintain customer success playbooks, health scorecards, and tailored success plans.
• Monitor key customer success metrics including renewal rates, Net Revenue Retention (NRR), and churn risk indicators.
• Proactively identify and mitigate escalation risks to maintain high customer satisfaction.

Domain Expertise & Thought Leadership

• Apply deep knowledge of airline pricing, revenue management, and competitive intelligence to deliver compelling insights and recommendations.
• Represent AirGain with thought leadership in relevant industry events, webinars, and customer forums.

Qualifications & Experience

• 7+ years of professional experience preferable in airline sales, revenue management, or similar roles. Also, complemented by Customer Success, Account Management, or Enterprise Client Services, in the B2B SaaS or travel technology space.
• Graduation / Post Graduation in related fields with excellent communications skills. MBA is plus
• Strong understanding of airline industry dynamics, including fare pricing, distribution channels, and revenue management is a plus.
• Excellent communication skills with proven ability to engage C-level stakeholders and executive sponsors.
• Familiarity with subscription models, SaaS customer success strategies, and success metrics (NRR, retention, expansion).

Skills and Attributes

• Ability to drive global customer success strategy while maintaining direct accountability for high-value enterprise clients.
• Ability to work under pressure, adapt quickly, and operate in fast-paced, high-growth SaaS environments.
• Efficiently collaborate across departments and work closely with other teams.
• Problem Solver
• Strategic thinking with the ability to create and execute tailored customer success plans.
• Data-driven storytelling and the ability to interpret product usage and market trends for clients.
• Strong problem solver, able to manage crises and resolve conflicts to build long-term customer loyalty.
• Comfortable working in a fast-paced, high-growth SaaS environment with a global client base.