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Lead, Account Management, Thailand
Contract type
Ongoing
Work mode
Remote · Thailand
Experience
Mid-level · 3+ years
Job description
Lead and coach a remote team of Account Managers for Thailand, driving customer retention and growth for Cloudbeds' hospitality platform. The role combines people leadership with hands-on customer escalation and performance management.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Thailand
What you'll do
- 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
- Participate in cross-departmental team lead meetings to stay synchronized, share feedback, and represent your team's needs at a leadership level
- Travel to visit customers on-site as needed to strengthen relationships, support strategic initiatives, address escalations, and ensure exceptional customer experiences
What we're looking for
- 3+ years of experience in hospitality or hospitality technology, with a strong foundation in hotel operations — ideally in roles such as Revenue Manager, Front Desk Manager, Operations Manager, or General Manager
- 2+ years of experience leading and managing a customer success or account management team — setting goals, providing coaching, and fostering a collaborative remote culture
- Deep understanding of hotel operations and the ability to translate that knowledge into strategic advisory conversations with hotel customers
- Exceptional communication and interpersonal skills — able to present and influence credibly at all levels from front-line conversations to senior leadership
- Strong analytical mindset — able to build and interpret reports in Salesforce and Zendesk to monitor team performance and identify at-risk accounts
- Strong problem-solving and conflict resolution skills with the ability to handle escalated customer situations professionally
- Self-motivated and thrives in a fast-paced, results-driven remote environment with excellent time and project management skills
- Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship
Nice to have
- Experience with SaaS platforms or hospitality technology — PMS, RMS, channel managers, or similar — either as a user or in a customer-facing tech role
- Familiarity with Salesforce, Zendesk, or similar CRM and support tools
- Prior experience in a people leadership role within a hospitality technology or SaaS company
Your team
Account Management Team
The AM Team is the engine of customer success at Cloudbeds — a diverse, completely remote group of relationship builders who are passionate about helping hoteliers thrive.
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
Apply
Direct apply at Cloudbeds
Opens the job posting at Cloudbeds
About Cloudbeds
A unified hospitality platform that integrates with hundreds of partners
Cloudbeds' 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.
Mission
We're not just building software, we're transforming hospitality.
Key facts
- 650+ team members
- 2012
- Hospitality technology / SaaS
- Platform powers hotels across 150 countries
- Processing billions in bookings annually
- Completely remote team across 40+ countries
- Team speaks 30+ languages
- Winner – Hotel Management Software | HotelTechAwards (2026)
- Overall 10 Best Places to Work | HotelTechAwards (2026)
- Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)
- Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026)
- Most Loved Workplace® Certified (2024)
- Deloitte Technology Fast 500 (2024)
What they value
- Remote First, Remote Always
- Everyone is Welcome - A Culture of Inclusion