Lead, Account Management, Thailand

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About This Role

Cloudbeds is seeking a Lead for Account Management based remotely in Thailand to guide, mentor, and support a team of Account Managers. Operating entirely through a remote setup, the company develops unified software and AI-powered solutions that serve properties across 150 countries, streamlining operations and commercial strategies for hoteliers. This position suits an experienced leader who enjoys developing talent, resolving escalated customer challenges, and driving key performance indicators. The chosen…

Job Description

Responsibilities

• Lead, coach, and develop a team of Account Managers in Thailand by setting clear goals, scheduling regular one-on-ones, and conducting performance reviews
• Track and report on team performance, key performance indicators, and customer health metrics to senior leadership
• Manage escalations and assist staff through complex client situations, including renegotiations and high-stakes retention discussions
• Promote continuous learning by updating team members on platform knowledge, industry trends, and advisory practices
• Partner cross-functionally with Product, Partnerships, and Marketing departments during feature launches and product pilots
• Examine customer data and feedback to pinpoint patterns and introduce initiatives that lower churn across the portfolio
• Join cross-departmental team lead meetings to share feedback and represent team requirements at a leadership level
• Travel on-site to visit clients as required for relationship building, strategic support, and escalation resolution

Requirements

• Three or more years of background in hospitality or hospitality technology, featuring a strong foundation in hotel operations such as general management, front desk management, or revenue management
• Two or more years of experience managing and leading a customer success or account management team
• Deep comprehension of hotel operations to facilitate strategic advisory conversations with clients
• Exceptional interpersonal and communication abilities to influence audiences from front-line staff to senior executives
• Analytical capability to generate and interpret reports within Salesforce and Zendesk
• Problem-solving and conflict resolution proficiency for handling escalated client matters professionally
• Self-motivated work ethic suited for a fast-paced, results-driven remote environment with strong time and project management skills
• Must be currently authorized to work in the location without requiring visa sponsorship

Qualifications

• Familiarity with Software-as-a-Service platforms or hospitality technology such as property management systems, revenue management systems, or channel managers
• Prior working knowledge of CRM and support tools including Salesforce and Zendesk
• Previous experience in people leadership within a SaaS or hospitality technology company

Core Skills

Benefits

• Remote-first work environment
• Paid time off aligned with local labor regulations
• Fully paid parental leave
• Home office stipend determined by country of residency
• Professional development courses through Cloudbeds University
• Access to manager training, upskilling, and knowledge transfer programs

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