Strategic Account Manager

What Makes Cloudbeds 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 a Strategic Account Manager on our APAC - Oceania 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 Asia-Pacific, 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 APAC, 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 on-site visits to customer properties across Oceania/Asia Pacific, traveling locally an estimated one time per month, with the possibility of more extensive travel estimated to be 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 Oceania 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 Oceania 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 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, strat