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Strategic Account Manager

1 month, 2 weeks ago
Australia, New Zealand
Full-time
Senior
Account Manager
Customer and Technical Support
CRM Machine Learning Salesforce
Apply Now
Cloudbeds

Cloudbeds

Cloudbeds provides a top-rated hospitality management system for hotels and properties worldwide, offering seamless operations, revenue optimization, and online booking capabilities to enhance guest experiences and drive revenue growth.

Internet Software & Services
251-1K
Founded 2012
$248M raised
View All Jobs 16

Description

  • Manage a focused portfolio of Cloudbeds' largest and most complex hotel customers in APAC as the primary point of contact and strategic advisor.
  • Build trusted relationships with senior hotel stakeholders through regular touchpoints, strategic business reviews, and on-site property visits.
  • Identify upsell and expansion opportunities to drive net dollar retention and reduce customer churn.
  • Provide tailored recommendations to help customers optimize revenue, operations, and commercial performance.
  • Manage complex customer escalations and coordinate resolutions with Support, Sales, and Product teams.
  • Analyze customer data and usage trends to uncover adoption opportunities and business improvements.
  • Gather and synthesize customer feedback and requirements to inform internal product direction.
  • Conduct on-site visits across Oceania/Asia Pacific, including periodic local and quarterly travel.

Requirements

  • 7+ years of hospitality industry experience in senior operational or commercial roles within hotels or hospitality properties in Oceania.
  • Advanced understanding of hotel operations and commercial strategy, including revenue management, distribution, pricing, budgeting, and property management systems (PMS).
  • Deep experience in the Oceania hospitality market and strong knowledge of regional customer expectations and business practices.
  • Exceptional communication skills with executive presence and the ability to influence stakeholders at all levels of a hotel organization.
  • Track record of managing complex, high-value customer portfolios with strong organizational skills and proactive follow-through.
  • Ability to learn technology platforms quickly and translate technical concepts into practical recommendations for hoteliers.
  • Experience with SaaS platforms or hospitality technology such as PMS, RMS, or channel managers is a plus.
  • Familiarity with Salesforce or similar CRM and account management tools is a plus.
  • Based in or with significant market experience in Phuket or other key Thai resort markets is a plus.

Benefits

  • Remote-first, remote-always work environment.
  • PTO in accordance with local labor requirements.
  • Monthly Wellness Fridays for an extra-long weekend each month.
  • Fully paid parental leave.
  • Home office stipend based on country of residency.
  • Professional development courses through Cloudbeds University.
  • Access to manager training, upskilling, and knowledge transfer.

Interested in this position?

Apply directly on the company website

Apply Now

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