Lead, Account Management, Thailand

The role

You will lead, coach, and develop a team of Account Managers in Thailand. You will monitor team performance, handle customer escalations, and collaborate cross-functionally to improve retention.

What you will do

• Lead, coach, and develop a team of Account Managers across Thailand
• Set clear goals and conduct regular 1:1s and performance reviews
• Monitor and report on team performance, KPIs, and customer health metrics
• Handle escalations and support AMs through complex customer situations
• Drive a culture of continuous learning regarding platform knowledge and industry trends
• Collaborate cross-functionally with Product, Partnerships, and Marketing
• Analyze customer data and feedback to identify patterns to improve retention
• Participate in cross-departmental team lead meetings
• Travel to visit customers on-site as needed

Required qualifications

• 3+ years of experience in hospitality or hospitality technology
• Strong foundation in hotel operations
• 2+ years of experience leading and managing a customer success or account management team
• Deep understanding of hotel operations
• Exceptional communication and interpersonal skills
• Strong analytical mindset
• Ability to build and interpret reports in Salesforce and Zendesk
• Strong problem-solving and conflict resolution skills
• Self-motivated and thrives in a fast-paced, results-driven remote environment
• Excellent time and project management skills

Nice to have

• Experience with SaaS platforms or hospitality technology such as PMS, RMS, or 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

Benefits

• Remote First, Remote Always
• 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
• Access to professional development, including manager training, upskilling, and knowledge transfer

Before you apply

• Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship
• Cloudbeds is unable to provide sponsorship for work visas

About the company

Cloudbeds builds a platform that powers hotels across 150 countries. The company operates with a completely remote team.