How You'll Make an Impact:

As an Account Manager, you will be part of the Customer Success team. AMs will be expected to actively manage a portfolio of customers with an estimated value of $900,000 - $1,000,000 USD with the goal of building strong customer relationships. 

Our AM Team is responsible for identifying upsell opportunities for ACV expansion and minimizing customer churn. AMs will act as the first point of contact for all things related to Cloudbeds. They are responsible for guiding clients through their customer journey while providing recommendations on how to best improve their business in order to achieve success. As an AM you will make the motto “more reservations, happier guests” a reality by providing strategic guidance to our customers around the world and helping them achieve their “Success Outcomes.”

What You Bring to the Team:

• Serve as the main point of contact for all Cloudbeds-related needs for your portfolio of LATAM customers, managing escalations and ensuring seamless customer experiences
• Achieve retention goals by building strong customer relationships, identifying upsell opportunities, and implementing proactive strategies to minimize churn
• Use a consultative approach rooted in hospitality expertise to drive product engagement, customer "stickiness," and portfolio growth through tailored recommendations
• Analyze customer data and usage patterns to improve platform utilization, identify at-risk accounts, and surface opportunities for customers to optimize their operations
• Coordinate with technical support teams on escalations, troubleshoot platform issues, and leverage your hospitality knowledge to solve complex customer challenges
• Gather and synthesize customer feedback, feature requests, and pain points to inform product roadmap and share insights across Sales, Product, and Marketing teams
• Develop deep product knowledge of the Cloudbeds platform and stay current on system updates to effectively train and guide customers

What Sets You Up for Success:

• Bring 5+ years of hospitality industry experience in key operational roles such as Revenue Manager, Front Desk Manager, Operations Manager, or General Manager within hotels or hospitality properties
• Demonstrate strong understanding of hotel operations, including revenue management, front desk workflows, reporting, and property management systems (PMS)
• Possess experience in the LATAM hospitality market with deep knowledge of regional customer needs, expectations, and business practices
• Deliver exceptional communication with empathy, resilience, and a genuine passion for serving customers—even in challenging situations
• Speak Spanish fluently (native or professional proficiency) and are comfortable working LATAM business hours to serve customers across the region
• Show ability to learn technology platforms quickly and translate technical concepts into practical solutions for hoteliers
• Manage multiple customer accounts and projects simultaneously with strong organizational skills and proactive follow-through

Bonus Skills to Stand Out (Optional):

• Experience with hospitality SaaS platforms or technology solutions (customer-facing roles in hospitality tech, implementation, onboarding, or customer success)
• Portuguese language proficiency 
• Familiarity with CRM platforms (Salesforce, HubSpot) and data analysis tools for tracking customer health and performance

Location: Remote 

How You'll Make an Impact:

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 — from strategic business reviews to on-site property visits. This isn't just account management; it's true strategic partnership. You'll help hoteliers make smarter decisions, optimize their operations, and grow their business, while playing a key role in shaping how Cloudbeds shows up in one of our most dynamic and demanding markets

Our AM Team is responsible for identifying upsell opportunities for ACV expansion and minimizing customer churn. AMs will act as the first point of contact for all things related to Cloudbeds. They are responsible for guiding clients through their customer journey while providing recommendations on how to best improve their business in order to achieve success. As a Strategic AM you will make the motto “more reservations, happier guests” a reality by providing strategic guidance to our customers around the world and helping them achieve their “Success Outcomes.”

What You Bring to the Team:

• Manage a focused portfolio of Cloudbeds' largest and most complex hotel customers in Thailand, serving as their primary point of contact and strategic advisor for everything Cloudbeds-related
• 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 across your portfolio
• Act as a true strategic partner — leveraging your hospitality expertise to provide tailored recommendations that help customers optimize their revenue, operations, and commercial performance
• Manage complex customer escalations and collaborate cross-functionally with Support, Sales, and Product teams to ensure timely and effective resolution
• Analyze customer data and usage trends to identify opportunities for deeper product adoption and improved business outcomes
• Gather and synthesize customer feedback and requirements, communicating insights internally 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 (e.g., Bangkok to Phuket) at least once per quarter

What Sets You Up for Success:

• Bring 7+ years of hospitality industry experience in senior operational or commercial roles — Revenue Manager, Director of Revenue, Operations Manager, General Manager, or similar — within hotels or hospitality properties in Thailand
• Demonstrate advanced understanding of hotel operations and commercial strategy, including revenue management, distribution, pricing, budgeting, and property management systems (PMS)
• Possess deep experience in the Thai hospitality market with a strong grasp of regional customer expectations, business practices, and the nuances of managing high-value hotel relationships
• Deliver exceptional communication with executive presence, credibility, and the ability to influence and present effectively at all levels of a hotel organization
• Speak Thai fluently (native proficiency) with strong English communication skills to collaborate effectively with a global remote team
• Demonstrate a track record of managing complex, high-value customer portfolios with strong organizational skills, proactive follow-through, and a results-driven mindset
• Show ability to learn and deeply understand technology platforms and translate technical concepts into practical, strategic recommendations for hoteliers

Bonus Skills to Stand Out:

• Experience with SaaS platforms or hospitality technology (PMS, RMS, channel managers, or similar tools) — either as a power user or in a customer-facing tech role
• 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

What Makes Us Unique:

At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to 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. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 – but we're just getting started. 

Location: Remote 

How You'll Make an Impact:

As an Account Manager on our Thailand team, you'll be the strategic partner our most influential customers rely on — helping them get the most out of Cloudbeds while building the kind of lasting relationships that make hoteliers feel truly supported. You'll manage a focused portfolio of mid-market properties across Thailand, combining your deep knowledge of the local hospitality industry with a consultative approach to drive product engagement, uncover growth opportunities, and keep customers thriving. From on-site visits to strategic business reviews, you'll be the face of Cloudbeds in one of our most dynamic and fast-growing markets.

Our AM Team is responsible for identifying upsell opportunities for ACV expansion and minimizing customer churn. AMs will act as the first point of contact for all things related to Cloudbeds. They are responsible for guiding clients through their customer journey while providing recommendations on how to best improve their business in order to achieve success. As an AM you will make the motto “more reservations, happier guests” a reality by providing strategic guidance to our customers around the world and helping them achieve their “Success Outcomes.”

What You Bring to the Team:

• Manage a portfolio of mid-market hotel customers across Thailand, serving as their primary point of contact for everything Cloudbeds-related
• Build strong, trust-based relationships with key customer stakeholders through regular touchpoints, strategic business reviews, and on-site property visits
• Conduct regular on-site visits to customer properties across Thailand, traveling locally on a monthly basis and inter-city (e.g., Bangkok to Phuket) at least once per quarter
• Act as a strategic advisor — leveraging your hospitality expertise to provide tailored recommendations that help customers optimize their operations and commercial performance
• Identify and drive upsell opportunities while proactively implementing churn reduction strategies to support net dollar retention goals
• Manage customer escalations, collaborate cross-functionally with Support, Sales, and Product teams, and ensure customer concerns are resolved efficiently
• Analyze customer data and usage trends to improve product engagement and identify opportunities for deeper adoption
• Capture and communicate customer feedback and requirements to internal teams to help shape the future of the platform

What Sets You Up for Success:

• Bring 5+ years of hospitality industry experience in key operational roles such as Revenue Manager, Front Desk Manager, Operations Manager, or General Manager within hotels or hospitality properties in Thailand
• Demonstrate strong understanding of hotel operations, including revenue management, front desk workflows, reporting, and property management systems (PMS)
• Possess experience in the Thai hospitality market with deep knowledge of regional customer needs, expectations, and business practices
• Deliver exceptional communication with empathy, resilience, and a genuine passion for serving customers — even in challenging situations
• Speak Thai fluently (native proficiency) with strong English communication skills to collaborate effectively with a global remote team
• Show ability to learn technology platforms quickly and translate technical concepts into practical solutions for hoteliers
• Manage multiple customer accounts and projects simultaneously with strong organizational skills and proactive follow-through

Bonus Skills to Stand Out (Optional):

• Experience with SaaS platforms or hospitality technology (PMS, RMS, channel managers, or similar tools) — either as a user or in a customer-facing tech role
• Familiarity with Salesforce or similar CRM tools
• Experience working in or with properties in Phuket, Chiang Mai, or other key Thai tourism markets