[Hiring] Strategic Account Manager @Cloudbeds

Role Description

As a Strategic Account Manager on our Thailand team, you'll be the trusted partner that our largest and most complex customers rely on to get the most out of Cloudbeds. You'll manage a focused portfolio of high-value properties across Thailand, bringing deep hospitality expertise and a consultative approach to every interaction.

• Manage a focused portfolio of Cloudbeds' largest and most complex hotel customers in Thailand.
• 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.
• Act as a true strategic partner, leveraging your hospitality expertise to provide tailored recommendations.
• Manage complex customer escalations and collaborate cross-functionally with Support, Sales, and Product teams.
• Analyze customer data and usage trends to identify opportunities for deeper product adoption.
• Gather and synthesize customer feedback and requirements 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 at least once per quarter.

Qualifications

• 7+ years of hospitality industry experience in senior operational or commercial roles.
• Advanced understanding of hotel operations and commercial strategy.
• Deep experience in the Thai hospitality market with a strong grasp of regional customer expectations.
• Exceptional communication with executive presence and the ability to influence effectively.
• Fluent in Thai with strong English communication skills.
• Track record of managing complex, high-value customer portfolios.
• Ability to learn and understand technology platforms and translate technical concepts into practical recommendations.

Requirements

• Experience with SaaS platforms or hospitality technology.
• 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.

Benefits

• Remote First, Remote Always.
• PTO in accordance with local labor requirements.
• Monthly Wellness Fridays - enjoy an extra long weekend every month.
• Full 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.