Lead, Account Management, Thailand

What Makes Cloudbeds Unique At Cloudbeds , 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 Cloudbeds — 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 strategi