Senior Manager Client Success - Hotel Clients

About the role

RateGain, a global provider of AI-powered SaaS solutions for travel and hospitality, is looking for a Senior Manager Client Success to own and manage a portfolio of hotel clients. You will act as strategic advisor and main point of contact for hotel owners, General Managers, Revenue Managers and marketing teams, driving client success across digital campaigns, metasearch, paid media, Channel Manager, Booking Engine, competitor benchmarking and rate intelligence solutions.

Key responsibilities

• Monitor paid media and metasearch campaign performance, analysing ROAS, bookings, revenue, conversion rates and other key metrics.
• Advise clients on pricing strategies, rate parity, distribution channel mix, booking engine conversion and direct booking optimisation.
• Use competitor benchmarking and comp set data to recommend pricing and promotional strategies.
• Lead Monthly Business Reviews, account performance reviews, strategic discussions and product roadmap conversations.
• Track account health through product adoption, satisfaction scores, campaign performance and engagement; proactively address churn risks and retention needs.
• Identify upselling and cross-selling opportunities and partner with Sales, Product, Customer Support and Ad Operations to resolve client issues.
• Gather customer feedback, build customer success stories and case studies, and work with Marketing on referrals.

Required profile

• 8-13 years of experience in Client Success, Account Management, Customer Success or Consulting within hotel technology, hospitality, OTAs, hotel revenue management or digital marketing.
• Proven experience managing hotel clients and building long-term relationships with hospitality stakeholders.
• Experience monitoring campaign performance, managing client portfolios, leading business reviews and driving retention.
• Ability to collaborate with internal teams and work in a fast-paced environment.
• APAC hotel market experience and additional languages are an advantage; B2B SaaS or travel technology background preferred.

Required skills

• Understanding of hotel distribution and revenue management tools (Channel Managers, Booking Engines, CRS, rate parity, competitor benchmarking).
• Digital marketing campaign experience (metasearch, paid search, display) and metrics such as ROAS and conversion rates.
• Strong analytical skills and proficiency in Excel, PowerPoint and business intelligence or reporting tools.
• Salesforce or other CRM experience is an added advantage.