Lead, Account Management, Thailand

Cloudbeds; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote First

PTO in accordance with local labor

Fully Paid Parental Leave

Home office stipend

Professional development courses

Knowledge transfer

Job summary

Cloudbeds seeks an Account Management Team Lead for Thailand to coach and scale a remote team of Account Managers, driving retention and exceptional customer outcomes across the region.

You will lead performance reviews, monitor KPIs, and guide complex client conversations while collaborating with Product, Partnerships, and Marketing on pilots and integrations. Travel may be required to strengthen relationships with key customers.

Qualifications

• 3+ years leading a customer success or account management team.
• Experience in hospitality tech or SaaS.
• Strong communication and leadership skills.
• Ability to analyze data and drive retention.

Responsibilities

• Lead and develop a ThaiAM team with clear goals and regular 1:1s.
• Monitor KPIs and customer health metrics for leadership review.
• Manage escalations and high-stakes retention discussions.
• Foster continuous learning on platform knowledge and best practices.
• Collaborate with Product, Partnerships, and Marketing on pilots and launches.
• Analyze customer data to identify retention initiatives.
• Participate in cross-department leadership meetings.
• Travel to visit customers on-site as needed.

Skills

Leadership

Coaching

Account Management

Remote team leadership

Customer Success

Tools

Salesforce

Zendesk

CRM tools

Job description

What Makes the company Unique

At the company, we're not just building software, we're transforming hospitality. Our 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. 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 continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started.

Location: Remote – Thailand

How You'll Make an Impact:

As an Account Management Team Lead for Thailand, you'll be the coach, champion, and strategic backbone of a team of Account Managers dedicated to delivering exceptional customer outcomes across Thailand. You'll guide your team to build stronger customer relationships, hit retention goals, and grow their skills — all while staying closely connected to the customer experience yourself. This is a role for someone who gets energized by developing people, solving complex customer challenges, and helping a high‑performing team operate at its best.

Our AM Team is the engine of customer success at the company — a diverse, completely remote group of relationship builders who are passionate about helping hoteliers thrive. We move fast, support each other, and hold ourselves to a high standard because we know the impact our work has on properties around the world. If you're someone who leads by example, brings out the best in the people around you, and never stops looking for ways to improve, you'll find your people here.

What You Bring to the Team:

• 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 Sets You Up for Success:

• Bring 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
• Demonstrate 2+ years of experience leading and managing a customer success or account management team — setting goals, providing coaching, and fostering a collaborative remote culture
• Possess deep understanding of hotel operations and the ability to translate that knowledge into strategic advisory conversations with hotel customers
• Deliver exceptional communication and interpersonal skills — able to present and influence credibly at all levels from front‑line conversations to senior leadership
• Show strong analytical mindset — able to build and interpret reports in Salesforce and Zendesk to monitor team performance and identify at‑risk accounts
• Demonstrate 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

Bonus Skills to Stand Out:

• 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

Work Authorization: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, the company is unable to provide sponsorship for work visas.

What to Expect - Your Journey with Us

Behind the company' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world‑class designers, hoteliers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion‑dollar industry, this is your chance to be part of something extraordinary.

Learn more online at the company.com

the company Awards:

• 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)

Discover our 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 the company University
• Access to professional development, including manager training, upskilling, and knowledge transfer

Everyone is Welcome - A Culture of Inclusion

the company is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

the company is committed to the full inclusion of all qualified individuals. As part of this commitment, the company will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at [phone] or via email at [e-mail]. the company will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring process.