Lead, Account Management

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

📋 Description

• Oversee, mentor, and cultivate a team of Account Managers throughout Thailand

• Establish clear objectives, hold regular one-on-one meetings and performance evaluations, and foster an environment conducive to personal growth

• Track and communicate team performance, key performance indicators (KPIs), and customer health statistics to senior management

• Address escalations and assist Account Managers in navigating complex customer scenarios, renegotiations, exceptions, and critical retention discussions

• Promote continuous learning in platform expertise, trends in the hospitality industry, and consultative advisory methods

• Work in collaboration with Product, Partnerships, and Marketing teams on product trials, platform enhancements, and integration rollouts

• Examine customer data and insights to pinpoint initiatives aimed at improving retention and reducing churn

• Engage in cross-departmental team lead meetings and advocate for the team's requirements at the leadership level

• Travel for on-site customer visits as required

⛳️ Requirements

• Over 3 years of experience in the hospitality sector or hospitality technology, with a solid understanding of hotel operations

• More than 2 years of experience in leading and managing a customer success or account management team

• Comprehensive knowledge of hotel operations with the capability to convert that understanding into strategic advisory discussions with hotel clients

• Outstanding communication and interpersonal abilities

• Strong analytical skills; proficient in generating and interpreting reports using Salesforce and Zendesk

• Excellent problem-solving and conflict resolution capabilities

• Self-driven; excels in a dynamic, outcome-focused remote work environment

• Exceptional time and project management skills

• Experience with SaaS platforms or hospitality technology — such as PMS, RMS, channel managers, or comparable systems — either as a user or in a customer-facing tech position

• Familiarity with Salesforce, Zendesk, or other CRM and support software

• Previous experience in a leadership role within a hospitality technology or SaaS organization

• Must currently be authorized to work in Thailand without the need for visa sponsorship

🏝️ Benefits

• Remote First, Remote Always

• PTO in line with local labor laws

• Fully Paid Parental Leave

• Home office allowance based on country of residence

• Opportunities for professional development through Cloudbeds University

• Access to professional growth resources, including manager training, skills enhancement, and knowledge sharing