Lead, Account Management

This is a fully remote position, open to applicants in Thailand.

📋 Description

• Oversee, mentor, and nurture a team of Account Managers throughout Thailand by establishing goals, conducting regular one-on-ones, performance evaluations, and providing support for growth.

• Track and communicate team performance, key performance indicators, and customer health metrics to senior management.

• Address escalations and assist Account Managers during renegotiations, exceptions, and critical retention discussions.

• Promote ongoing learning regarding platform knowledge, trends in the hospitality industry, and consultative advisory practices.

• Work in tandem with Product, Partnerships, and Marketing teams on product trials, platform enhancements, and integration launches.

• Examine customer data and feedback to pinpoint retention strategies and minimize churn.

• Engage in cross-departmental leadership meetings and advocate for the team's needs at the executive level.

• Travel for on-site customer visits as necessary.

⛳️ Requirements

• Over 3 years of experience in hospitality or hospitality technology, with a solid grounding in hotel operations — ideally in positions such as Revenue Manager, Front Desk Manager, Operations Manager, or General Manager.

• More than 2 years of experience leading and managing a customer success or account management team — establishing goals, offering coaching, and cultivating a collaborative remote culture.

• Profound knowledge of hotel operations and the ability to translate that expertise into strategic advisory discussions with hotel clients.

• Outstanding communication and interpersonal abilities, with the capacity to present and influence credibly at all organizational levels.

• Strong analytical skills; capable of creating and interpreting reports in Salesforce and Zendesk to monitor team performance and identify at-risk accounts.

• Excellent problem-solving and conflict resolution capabilities.

• Self-driven, with exceptional time and project management skills in a fast-paced, results-oriented remote setting.

• Currently authorized to work in Thailand without the need for visa sponsorship.

• Experience with SaaS platforms or hospitality technology, such as PMS, RMS, channel managers, or similar, whether as a user or in a customer-facing technology role.

• Familiarity with Salesforce, Zendesk, or comparable CRM and support tools.

• Previous leadership experience in a hospitality technology or SaaS firm.

🏝️ Benefits

• Remote First, Remote Always.

• Paid Time Off in accordance with local labor regulations.

• Fully Paid Parental Leave.

• Home office stipend based on the country of residency.

• Professional development courses available through Cloudbeds University.

• Access to professional growth opportunities, including manager training, upskilling, and knowledge transfer.