Customer Success Manager - APAC

1. About the Company

Duetto, the industry-leading hospitality revenue management system, leads the way in helping hotels, resorts and casinos optimize revenue and boost profit. Our leading SaaS platform, expanding suite of products, and incredibly skilled team have been at the heart of our continued success and our ambition for future growth knows no bounds.

Duetto is building the future of hotel revenue strategy. We’re not just another SaaS company — we’re redefining what’s possible for hotels through our category-creating platform, the Revenue & Profit Operating System.

2. Role Summary / Purpose

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.

3. 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.

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.

What you will do

• Has deep business and technical knowledge of Duetto’s pricing and revenue optimization solutions and additional products
• Serves as the voice of the customer while conducting remote / onsite meetings
• Manages all post-sales activity for their assigned accounts (onboarding, personalized training, continued support, escalations)
• Analyzes data to determine market trends and speaks with customers about the most relevant features / functionality for their specific needs
• Support sales and marketing through sales tools, training and market expertise to ensure their ability to effectively position and sell products.
• Conducts analyzes to understand how our products can address issues
• Resolves any business issues for the client including (business practices, system, configuration, and system usage and monitoring)
• Interact and provide support within assigned team and other departments
• Creates a positive and productive environment within the department 
• Update CS related info and customer information in Salesforce
• Run customer reports in Tableau

4. Qualifications

Required:

• 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:

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

#LI-REMOTE

Our Team

We pride ourselves on our customers’ success!  We will not be successful unless our customers are receiving massive value from our service and this is why we insist that our team is made up of revenue management experts from the most respected hospitality icons around the world. From onboarding to ongoing support, we’re there to maximize the capability of our solution to execute our customers’ revenue strategies.

Job Overview & Requirements

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 LATAM to strengthen relationships, improve product utilization, and identify opportunities for growth and retention.

Team and Responsibilities

Customer Success & Relationship Management 

• Build and maintain strong relationships with hotel clients across LATAM.
• 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.

What you will do

• Has deep business and technical knowledge of Duetto’s pricing and revenue optimization solutions and additional products
• Serves as the voice of the customer while conducting remote / onsite meetings
• Manages all post-sales activity for their assigned accounts (onboarding, personalized training, continued support, escalations)
• Analyzes data to determine market trends and speaks with customers about the most relevant features / functionality for their specific needs
• Support sales and marketing through sales tools, training and market expertise to ensure their ability to effectively position and sell products.
• Conducts analyzes to understand how our products can address issues
• Resolves any business issues for the client including (business practices, system, configuration, and system usage and monitoring)
• Interact and provide support within assigned team and other departments
• Creates a positive and productive environment within the department 
• Update CS related info and customer information in Salesforce
• Run customer reports in Tableau

Qualifications

Required:

• 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 Spanish and English; based in Mexico (Mexico City preferred).
• Strong relationship-building, analytical, and communication skills.
• Ability to travel regionally within LATAM & USA (25–40%).
  
  

Preferred:

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

About Duetto: 

Duetto delivers a suite of SaaS cloud-native applications for hospitality businesses to optimize every booking opportunity for greater revenue impact. The unique combination of hospitality experience and technology leadership drives Duetto to look for innovative solutions to industry challenges. The software as a service platform allows hotels, casinos, and resorts to leverage real-time dynamic data sources and actionable insights into pricing and demand across the enterprise. For more information, please visit https://www.duettocloud.com.

1. About the Company

Duetto, the industry-leading hospitality revenue management system, leads the way in helping hotels, resorts and casinos optimize revenue and boost profit. Our leading SaaS platform, expanding suite of products, and incredibly skilled team have been at the heart of our continued success and our ambition for future growth knows no bounds.

Duetto is building the future of hotel revenue strategy. We’re not just another SaaS company — we’re redefining what’s possible for hotels through our category-creating platform, the Revenue & Profit Operating System.

2. Role Summary / Purpose

The Senior Manager, Customer Operations is the operational engine behind Duetto's Customer Success & Experience (CSX) organization. As we scale to 70,000 hotel customers by 2028, this leader is responsible for building and maintaining the infrastructure that decouples revenue growth from headcount costs — serving as the Process Architect for an 80+ person organization across six functions.  

This is a 'builder' role for a leader who thrives on rolling up their sleeves. You will not just design the playbooks — you will write them, implement them, and coach your team to execute with precision. You will also serve as the primary Traffic Controller between the Customer Organization and Revenue Operations, ensuring data integrity and seamless handoffs across the full commercial lifecycle.

3. Key Responsibilities

• Team Leadership: Lead, coach, and develop a team of individual contributors across the four Customer Operations pillars — setting clear goals, managing performance, and optimizing the mix of full-time and contractor resources.
• Operating Rhythm: Establish and run the weekly, monthly, and quarterly operating cadence for the CSX organization, including QBR preparation, capacity planning, KPI reviews, and budget reporting to the VP.
• Systems & CRM Governance: Act as the primary gatekeeper for CSX requirements within the shared Salesforce environment — gathering and prioritizing requirements from CSX leadership, and ensuring a coherent, roadmap-driven approach to technical delivery.
• Customer Journey Architecture: Lead end-to-end customer journey mapping from Sale to Renewal, identifying friction points and implementing process fixes to reduce Time-to-Value and Cost-to-Serve in partnership with Revenue Operations.
• HotStats Integration: Lead the CSX workstream of the HotStats Salesforce migration — requirements gathering, UAT, go-live, and ongoing governance — while supporting the operational onboarding of the HotStats Support team into CSX processes.
• Enablement Oversight: Oversee the Enablement pillar to ensure the CSX organization is consistently enabled on new products, processes, and go-to-market motions — with particular focus on New Hire Training and Release Readiness programs.
• Self-Service & AI Strategy: Drive the model for self-service, overseeing Knowledge Base strategy and AI-driven support tools to increase case deflection and reduce Cost-to-Serve.
• Customer Intel: Guide the Customer Intel function from reactive reporting to proactive forecasting — identifying workload concentration areas and modeling future headcount needs tied to customer growth projections.
• Voice-of-Customer: Oversee the VoC program strategy — ensuring NPS and CSAT programs are designed, instrumented, and closed-loop processes are operationalized across all customer segments, including HotStats.
• Cross-Functional Influence: Represent the CSX organization in cross-functional operational forums, partnering with Revenue Operations, Product, Marketing, and IT to unblock dependencies and align on roadmap priorities.
• Perform other related duties as needed to support team and company priorities.

4. Qualifications

Required:

• 5+ years of experience in Customer Operations, Revenue Operations, or a similar function within a B2B SaaS environment.
• Demonstrated experience managing individual contributors and driving team performance in a player-coach capacity.
• Proven ability to build processes from scratch — comfortable writing documentation, mapping workflows (Lucidchart, Miro, or equivalent), and training teams on new tools and systems.
• Strong proficiency with the customer tech stack: Salesforce (CRM), Pendo (Digital Adoption), and AI platforms. Must be able to translate business requirements into system configurations without needing to be an Admin.
• Data-driven mindset: ability to define, track, and communicate KPIs (NPS, CSAT, case deflection, Time-to-Value) and use data to make resource allocation decisions.
• Demonstrated experience partnering with Sales Operations or Revenue Operations to align pre-sale and post-sale data and processes.

Preferred:

• Specialized skills, knowledge, or experience within the Hospitality technology industry.
• Experience scaling a Customer Organization in a B2B SaaS company from mid-stage to late-stage growth ($50M–$100M+ ARR).
• Experience managing or coordinating contractor and remote project management resources.
• Familiarity with the hospitality technology industry, specifically revenue management or hotel operations.
• Experience implementing or managing AI support tools such as Forethought, Intercom Fin, or similar.
• Certification in Project Management (PMP), Change Management (Prosci), or Lean/Six Sigma.
• Experience with workforce planning or capacity modeling tied to customer growth models.