Cloudbeds - Strategic Account Manager

• Manage a focused portfolio of Cloudbeds' largest and most complex hotel customers in Thailand, serving as their primary point of contact and strategic advisor for everything Cloudbeds-related • Build deep, trust-based relationships with senior hotel stakeholders through regular touchpoints, strategic business reviews, and on-site property visits across Thailand • Drive net dollar retention by identifying upsell and expansion opportunities and implementing proactive churn reduction strategies across your portfolio • Act as a true strategic partner — leveraging your hospitality expertise to provide tailored recommendations that help customers optimize their revenue, operations, and commercial performance • Manage complex customer escalations and collaborate cross-functionally with Support, Sales, and Product teams to ensure timely and effective resolution • Analyze customer data and usage trends to identify opportunities for deeper product adoption and improved business outcomes • Gather and synthesize customer feedback and requirements, communicating insights internally to help shape the future direction of the Cloudbeds platform • Conduct regular on-site visits to customer properties across Thailand, traveling locally on a monthly basis and inter-city (e.g., Bangkok to Phuket) at least once per quarter • What Sets You Up for Success: • Bring 7+ years of hospitality industry experience in senior operational or commercial roles — Revenue Manager, Director of Revenue, Operations Manager, General Manager, or similar — within hotels or hospitality properties in Thailand • Demonstrate advanced understanding of hotel operations and commercial strategy, including revenue management, distribution, pricing, budgeting, and property management systems (PMS) • Possess deep experience in the Thai hospitality market with a strong grasp of regional customer expectations, business practices, and the nuances of managing high-value hotel relationships • Deliver exceptional communication with executive presence, credibility, and the ability to influence and present effectively at all levels of a hotel organization • Speak Thai fluently (native proficiency) with strong English communication skills to collaborate effectively with a global remote team • Demonstrate a track record of managing complex, high-value customer portfolios with strong organizational skills, proactive follow-through, and a results-driven mindset • Show ability to learn and deeply understand technology platforms and translate technical concepts into practical, strategic recommendations for hoteliers • Experience with SaaS platforms or hospitality technology (PMS, RMS, channel managers, or similar tools) — either as a power user or in a customer-facing tech role • Familiarity with Salesforce or similar CRM and account management tools • Based in or with significant market experience in Phuket or other key Thai resort markets • What to Expect - Your Journey with Us • Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, 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 • Company Awards to Check Out! • Best All-In-One Hotel Management System | HotelTechAwards (2025) • Overall 10 Best Places to Work | HotelTechAwards (2025) • Most Loved Workplace® Certified (2024) • Top 10 People’s Choice(2024) • Deloitte Technology Fast 500 (2024)