Associate Director - Client Success

About the Company

RateGain Travel Technologies Limited is a global SaaS company focused on AI-driven solutions for travel and hospitality. Its platform serves more than 13,000 customers and 700 partners across 160+ countries, helping businesses improve revenue through acquisition, retention, and growth in wallet share.

The company is among the largest global processors of electronic transactions, pricing data, and travel intent signals. Its tools support revenue management, distribution, and marketing teams across hotels, airlines, metasearch firms, package providers, car rental businesses, travel management companies, cruise operators, and ferry services.

Established in 2004 and based in India, RateGain works with 33 of the top 40 hotel chains, 4 of the top 5 airlines, 7 of the top 10 car rental companies, and leading destination marketing organizations, OTAs, and metasearch platforms, including 25 Global Fortune 500 companies.

The company has received multiple industry recognitions, including Best Digital Marketing Agency by HotelTechReport Awards, Best Channel Manager by the World Travel Tech Awards, and Great Place to Work® certification in the USA, Spain, and India. In India, it has been recognized for seven straight years and placed among the top 100 workplaces. In 2025, RateGain was also named Emerging Company of the Year at The Economic Times Awards for Corporate Excellence, included in Deloitte India Technology Fast 50 for the sixth time, and won Excellence in Best AI Solution Showcase for UNO VIVA at the CII National AI Awards 2025.

Role Overview

SoHo, one of RateGain’s key product lines, is hiring an Associate Director - Client Success to lead strategic relationships across its hospitality social media management business. This position reports to the Director of Client Success – Social and acts as a senior partner for assigned hotel management companies, ownership groups, and multi-property hospitality portfolios.

The selected professional will manage a portfolio of important accounts, handle senior client relationships, support growth initiatives, and help deliver retention and operational excellence across social media programs. The role is well suited to someone with strong hospitality marketing experience and a deep understanding of both corporate and property-level stakeholder management within complex hospitality organizations.

Portfolio Client Types

This role works with hospitality organizations that oversee multiple hotels or properties, such as hotel management companies, ownership groups, regional operators, multi-property portfolios, and brand-affiliated management groups.

These clients typically need portfolio-wide social media strategy, coordination across properties, brand consistency, reporting and performance reviews, community management oversight, content planning support, rollout coordination for properties, and collaboration with field marketing and property teams.

Responsibilities

• Own the strategic relationship for assigned portfolio accounts and ensure client engagement stays aligned with business goals.
• Develop and maintain strong partnerships with senior stakeholders such as VP-level field marketing leaders, regional marketing teams, brand marketing heads, commercial stakeholders, and property marketing teams.
• Conduct executive business reviews, strategic planning sessions, and performance discussions with senior client contacts.
• Advise clients on hospitality social media, guest engagement, and digital marketing direction.
• Work with clients to uncover opportunities for growth, better engagement, and stronger portfolio-level results.
• Convert client priorities into practical strategies, recommendations, and execution plans that produce measurable outcomes.
• Manage social media programs across multiple hotel properties while balancing portfolio consistency with property-level flexibility.
• Guide internal teams on account priorities, strategic direction, and client expectations.
• Help clients align social media activity with broader marketing and business objectives.
• Identify ways to improve engagement, visibility, and reputation outcomes across portfolios.
• Protect and grow client relationships by driving retention and supporting long-term account health.
• Spot expansion opportunities across additional properties, services, or business units.
• Partner with Sales leadership on strategic growth efforts and renewal planning.
• Work closely with Client Success Managers, Social & Content Strategists, creative teams, paid media teams, Project Managers, Community Management teams, and delivery leadership to ensure programs are coordinated and effective.
• Support escalation handling and proactive issue resolution.
• Lead Quarterly Business Reviews and executive presentations.
• Share strategic insights and recommendations with clients.
• Track client health, retention, expansion opportunities, program performance, and satisfaction, and translate social media results into business impact and actionable guidance.

Experience Fit

The role is intended for a senior client success professional with hospitality marketing exposure and the ability to manage complex portfolio relationships across multiple stakeholders.

Additional Information

This is a full-time onsite position based in the United States.