[Hiring] Customer Success Manager @Duetto Research

Role Description

Responsible for managing the interaction between all stakeholder groups, Customer Success expectations and project success criteria. A creative problem solver. As a trusted advisor, you will use your expertise to assist our clients daily in maximizing all that Duetto products have to offer. Responsible for understanding customer requirements, managing implementation, and driving adoption by providing recommendations that align with specific business needs. The position requires a confident, goal-focused business manager who is a team player.

This individual will work closely with hotels, chains, and partners across APAC to strengthen relationships, improve product utilization, and identify opportunities for growth and retention.

Key Responsibilities

• Customer Success & Relationship Management
  • Build and maintain strong relationships with hotel clients across APAC.
  • Act as the primary point of contact for assigned accounts, driving revenue expansion, renewals and minimizing churn.
  • Ensure customers achieve measurable ROI through product adoption and optimization.
  • Success metrics: Maintain 95%+ gross retention, achieve 110%+ net retention (NRR), and keep churn below 5%.
• Product Expertise & Advisory
  • Develop deep business and technical knowledge of Duetto’s pricing and revenue optimization solutions.
  • Analyze data and market trends, providing clients with recommendations that align with their revenue strategy.
  • Advise on KPIs such as RevPAR, ADR, RGI, ARI, MPI, and support hotels in improving revenue performance.
• Onboarding, Training & Support
  • Manage all post-sales activities for assigned accounts, including onboarding, personalized training, and escalations.
  • Conduct remote and onsite meetings to drive adoption and maximize client value.
  • Resolve business issues related to system configuration, monitoring, and best practices.
• Cross-Functional Collaboration
  • Partner with Sales and Marketing to support growth through account insights, training, and market expertise.
  • Serve as the voice of the customer, sharing feedback with internal teams to improve product and service.
  • Keep customer information up to date in Salesforce and run reporting/analytics in Tableau.
• Team & Culture
  • Contribute to a positive, productive environment within the Customer Success team.
  • Support knowledge sharing and collaboration across departments.

Qualifications

• 3+ years’ experience in Hospitality Revenue Management.
• Proven track record in a customer-facing role (Customer Success, Account Management, or Consulting), ideally in hospitality technology or SaaS.
• Strong understanding of hotel KPIs (RevPAR, ADR, RGI, ARI, MPI) and RMS systems.
• Proficiency in Duetto solutions (preferred) or comparable revenue management tools.
• Fluent in English, additional regional languages would be a plus.
• Must be able to work and reside in Singapore without the need for sponsorship.
• Strong relationship-building, analytical, and communication skills.
• Ability to travel regionally within APAC (25–40%).

Preferred Qualifications

• Prior SaaS platform experience in hospitality technology.
• Knowledge of APAC hospitality market dynamics and distribution landscape.
• Familiarity with CRM tools (Salesforce, Oracle, etc.).