RateGain has appointed Amarpreet Singh as Chief Customer Officer to lead its global customer organization and build a tech-augmented delivery model that speeds up onboarding and drives lasting value. (Source: BusinessUpTurn)
This is a clear signal that customer success is core to growth at modern SaaS companies.
Amarpreet will focus on faster go-live, smoother onboarding, and sustained value across RateGain’s platforms.
RateGain serves 3,200+ customers and 700+ partners in 100+ countries, which makes this a high-impact role.
RateGain’s leadership page already lists Singh as CCO, another sign the company is moving fast to operationalize this mandate.
Why This Matters For Customer Success
This move puts customer success at the center of RateGain’s operating model.
Three takeaways for CS leaders:
Time-to-value is the north star
Singh’s brief highlights faster go-live and smooth onboarding—two levers with direct impact on retention and expansion.
AI will power delivery
RateGain is leaning into AI to personalize and proactively support customers at scale. That’s where top CS orgs are heading.
CS is a growth engine
With RateGain’s scale, small process wins cascade into meaningful NRR gains—which is exactly the mindset high-performing CS teams need.
How CS Leaders Can Benefit Now
Here’s a simple playbook you can adopt this quarter:
Cut onboarding time
Map every step from contract to first value. Remove handoffs, templatize the rest. If you’re refreshing your approach, use my 10-Step Customer Onboarding Checklist to speed activation and reduce churn.
Instrument your lifecycle
Define entry/exit rules for each stage and automate status changes. My Customer Success Lifecycle Automation Playbook shows the exact setup to ditch spreadsheets and prove ROI.
Lean into AI for prioritization
Winners use predictive signals to decide who needs help next week, not last week. Start with my guide AI Won’t Replace CSMs—Master Predictive Success to build an early-warning system.
Split Onboarding & CSM for focus
Many teams ship value faster when specialists handle implementation and CSMs drive outcomes. Here’s how to do it: Splitting Onboarding & CSM Teams—Benefits & Best Practices.
Personalize with AI during onboarding
If you’re building a “tech-augmented” model like RateGain, start small: content snippets, checklists, and nudges. See AI-Powered Onboarding: Essential Tips for CSMs for quick wins.
Tackle common onboarding pitfalls. For a wider lens on friction points and fixes, read User Onboarding: Challenges & Best Practices.
What This Signals For The Industry
RateGain’s decision tells the market that customer success leadership + AI-first delivery is not optional anymore: it’s table stakes.
If your company still treats CS as post-sales support, you’ll lose to teams that operationalize value, automate the boring bits, and keep humans focused on moments that matter.
My Takeaway
Customer success is becoming the operating system for growth.
Follow RateGain’s lead: shorten time-to-value, automate where it helps, and keep people on the high-impact work.
—Hakan | Founder, The Customer Success Café Weekly Newsletter