Lead, Account Management, Thailand - Cloudbeds

What Makes Cloudbeds Unique

At Cloudbeds, we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges.

How You'll Make an Impact

As an Account Management Team Lead for Thailand, you'll be the coach, champion, and strategic backbone of a team of Account Managers dedicated to delivering exceptional customer outcomes across Thailand. You'll guide your team to build stronger customer relationships, hit retention goals, and grow their skills — all while staying closely connected to the customer experience yourself.

What You Bring to the Team

• Lead, coach, and develop a team of Account Managers across Thailand — setting clear goals, conducting regular 1:1s and performance reviews, and creating an environment where people grow and do their best work
• Monitor and report on team performance, KPIs, and customer health metrics to senior leadership, surfacing trends, opportunities, and needs in a timely and structured way
• Handle escalations and support AMs through complex customer situations including renegotiations, exceptions, and high-stakes retention conversations
• Drive a culture of continuous learning by keeping the team sharp on platform knowledge, hospitality industry trends, and consultative advisory best practices
• Collaborate cross-functionally with Product, Partnerships, and Marketing during new product pilots, platform improvements, and integration launches
• Analyze customer data and feedback to identify patterns and proactively surface initiatives that improve retention and reduce churn across the portfolio
• Travel to visit customers on-site as needed to strengthen relationships, support strategic initiatives, address escalations, and ensure exceptional customer experiences

What Sets You Up for Success

• Bring 3+ years of experience in hospitality or hospitality technology, with a strong foundation in hotel operations (e.g., Revenue Manager, Front Desk Manager, Operations Manager, or General Manager)
• Demonstrate 2+ years of experience leading and managing a customer success or account management team
• Possess deep understanding of hotel operations and the ability to translate that knowledge into strategic advisory conversations with hotel customers
• Deliver exceptional communication and interpersonal skills
• Show strong analytical mindset with experience building and interpreting reports in Salesforce and Zendesk
• Demonstrate strong problem-solving and conflict resolution skills
• Self-motivated and thrives in a fast-paced, results-driven remote environment

Bonus Skills

• Experience with SaaS platforms or hospitality technology (PMS, RMS, channel managers)
• Familiarity with Salesforce, Zendesk, or similar CRM and support tools
• Prior experience in a people leadership role within a hospitality technology or SaaS company

Discover Our Benefits

• Remote-first, remote always work environment
• PTO in accordance with local labor requirements
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University and manager training