Cloudbeds - Lead, Account Management, Thailand

• Lead, coach, and develop a team of Account Managers across Thailand — setting clear goals, conducting regular 1:1s and performance reviews, and creating an environment where people grow and do their best work • Monitor and report on team performance, KPIs, and customer health metrics to senior leadership, surfacing trends, opportunities, and needs in a timely and structured way • Handle escalations and support AMs through complex customer situations including renegotiations, exceptions, and high-stakes retention conversations • Drive a culture of continuous learning by keeping the team sharp on platform knowledge, hospitality industry trends, and consultative advisory best practices • Collaborate cross-functionally with Product, Partnerships, and Marketing during new product pilots, platform improvements, and integration launches • Analyze customer data and feedback to identify patterns and proactively surface initiatives that improve retention and reduce churn across the portfolio • Participate in cross-departmental team lead meetings to stay synchronized, share feedback, and represent your team's needs at a leadership level • Travel to visit customers on-site as needed to strengthen relationships, support strategic initiatives, address escalations, and ensure exceptional customer experiences • What Sets You Up for Success: • Bring 3+ years of experience in hospitality or hospitality technology, with a strong foundation in hotel operations — ideally in roles such as Revenue Manager, Front Desk Manager, Operations Manager, or General Manager • Demonstrate 2+ years of experience leading and managing a customer success or account management team — setting goals, providing coaching, and fostering a collaborative remote culture • Possess deep understanding of hotel operations and the ability to translate that knowledge into strategic advisory conversations with hotel customers • Deliver exceptional communication and interpersonal skills — able to present and influence credibly at all levels from front-line conversations to senior leadership • Show strong analytical mindset — able to build and interpret reports in Salesforce and Zendesk to monitor team performance and identify at-risk accounts • Demonstrate strong problem-solving and conflict resolution skills with the ability to handle escalated customer situations professionally • Self-motivated and thrives in a fast-paced, results-driven remote environment with excellent time and project management skills • Experience with SaaS platforms or hospitality technology — PMS, RMS, channel managers, or similar — either as a user or in a customer-facing tech role • Familiarity with Salesforce, Zendesk, or similar CRM and support tools • Prior experience in a people leadership role within a hospitality technology or SaaS company • Work Authorization: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas. • Work Authorization: • What to Expect - Your Journey with Us • Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary. • Learn more online at cloudbeds.com • Cloudbeds Awards: • Cloudbeds Awards: • Winner – Hotel Management Software | HotelTechAwards (2026) • Overall 10 Best Places to Work | HotelTechAwards (2026) • Overall Top 10 Hotelier's Choice | HotelTechAwards (2026) • Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026) • Most Loved Workplace® Certified (2024) • Deloitte Technology Fast 500 (2024)