Cloudbeds - Account Manager

• Manage a portfolio of mid-market hotel customers across Thailand, serving as their primary point of contact for everything Cloudbeds-related • Build strong, trust-based relationships with key customer stakeholders through regular touchpoints, strategic business reviews, and on-site property visits • 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 • Act as a strategic advisor — leveraging your hospitality expertise to provide tailored recommendations that help customers optimize their operations and commercial performance • Identify and drive upsell opportunities while proactively implementing churn reduction strategies to support net dollar retention goals • Manage customer escalations, collaborate cross-functionally with Support, Sales, and Product teams, and ensure customer concerns are resolved efficiently • Analyze customer data and usage trends to improve product engagement and identify opportunities for deeper adoption • Capture and communicate customer feedback and requirements to internal teams to help shape the future of the platform • What Sets You Up for Success: • Bring 5+ years of hospitality industry experience in key operational roles such as Revenue Manager, Front Desk Manager, Operations Manager, or General Manager within hotels or hospitality properties in Thailand • Demonstrate strong understanding of hotel operations, including revenue management, front desk workflows, reporting, and property management systems (PMS) • Possess experience in the Thai hospitality market with deep knowledge of regional customer needs, expectations, and business practices • Deliver exceptional communication with empathy, resilience, and a genuine passion for serving customers — even in challenging situations • Speak Thai fluently (native proficiency) with strong English communication skills to collaborate effectively with a global remote team • Show ability to learn technology platforms quickly and translate technical concepts into practical solutions for hoteliers • Manage multiple customer accounts and projects simultaneously with strong organizational skills and proactive follow-through • Experience with SaaS platforms or hospitality technology (PMS, RMS, channel managers, or similar tools) — either as a user or in a customer-facing tech role • Familiarity with Salesforce or similar CRM tools • Experience working in or with properties in Phuket, Chiang Mai, or other key Thai tourism 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)