Responsibilities
- 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
Requirements
- 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
- Advanced understanding of hotel operations and commercial strategy, including revenue management, distribution, pricing, budgeting, and property management systems (PMS)
- 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
- 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
- Track record of managing complex, high-value customer portfolios with strong organizational skills, proactive follow-through, and a results-driven mindset
- Ability to learn and deeply understand technology platforms and translate technical concepts into practical, strategic recommendations for hoteliers
Nice to Have
- 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
Additional Information
- Travel locally on a monthly basis and inter-city (e.g., Bangkok to Phuket) at least once per quarter
