Duetto Research - Customer Success Manager - APAC
Requirements
• 3+ years’ experience in Hospitality Revenue Management. • Proven track record in a customer-facing role (Customer Success, Account Management, or Consulting), ideally in hospitality technology or SaaS. • Strong understanding of hotel KPIs (RevPAR, ADR, RGI, ARI, MPI) and RMS systems. • Proficiency in Duetto solutions (preferred) or comparable revenue management tools. • Fluent in English, additional regional languages would be a plus. • Must be able to work and reside in Singapore without the need for sponsorship. • Strong relationship-building, analytical, and communication skills. • Ability to travel regionally within APAC (25–40%). • Preferred: • Preferred: • Prior SaaS platform experience in hospitality technology. • Knowledge of APAC hospitality market dynamics and distribution landscape. • Familiarity with CRM tools (Salesforce, Oracle, etc.).
Responsibilities
• Customer Success & Relationship Management • Build and maintain strong relationships with hotel clients across APAC. • Act as the primary point of contact for assigned accounts, driving revenue expansion, renewals and minimizing churn. • Ensure customers achieve measurable ROI through product adoption and optimization. • Success metrics: Maintain 95%+ gross retention, achieve 110%+ net retention (NRR), and keep churn below 5%. • Product Expertise & Advisory • Develop deep business and technical knowledge of Duetto’s pricing and revenue optimization solutions. • Analyze data and market trends, providing clients with recommendations that align with their revenue strategy. • Cross-Functional Collaboration • Partner with Sales and Marketing to support growth through account insights, training, and market expertise. • Serve as the voice of the customer, sharing feedback with internal teams to improve product and service. • Keep customer information up to date in Salesforce and run reporting/analytics in Tableau. • Team & Culture • Contribute to a positive, productive environment within the Customer Success team. • Support knowledge sharing and collaboration across departments. • Has deep business and technical knowledge of Duetto’s pricing and revenue optimization solutions and additional products • Serves as the voice of the customer while conducting remote / onsite meetings • Manages all post-sales activity for their assigned accounts (onboarding, personalized training, continued support, escalations) • Analyzes data to determine market trends and speaks with customers about the most relevant features / functionality for their specific needs • Support sales and marketing through sales tools, training and market expertise to ensure their ability to effectively position and sell products. • Conducts analyzes to understand how our products can address issues • Resolves any business issues for the client including (business practices, system, configuration, and system usage and monitoring) • Interact and provide support within assigned team and other departments • Creates a positive and productive environment within the department • Update CS related info and customer information in Salesforce • Run customer reports in Tableau
Benefits
• Your hospitality expertise is the job. This isn't a generic CSM role — your RMS knowledge, hotel KPI fluency, and understanding of how revenue managers think is what makes you effective from day one.
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