Strategic Account Manager

About Cloudbeds

Cloudbeds is revolutionizing the hospitality industry by offering a comprehensive software platform that serves hotels in over 150 countries, managing billions of dollars in bookings annually. From boutique hotels to large chains, Cloudbeds enhances operational efficiency and commercial strategy through a unified platform connected to hundreds of partners. Operating with a fully remote workforce, Cloudbeds is committed to innovation, recently recognized with awards such as Best Hotel Management Software (HotelTechAwards 2026) and inclusion in Deloitte's Technology Fast 500.

Role Overview

As a Strategic Account Manager on the APAC - Oceania team, you will be a trusted advisor for Cloudbeds' most significant and complex hotel clients. You will manage a carefully selected portfolio of high-value properties in the Asia-Pacific region, offering expert guidance through business reviews and property visits. This role requires building genuine strategic partnerships to help hoteliers optimize operations, make informed commercial decisions, and expand their businesses.

Key Responsibilities

• Oversee a focused group of Cloudbeds’ largest and most complex hotel customers in APAC, serving as their main point of contact and strategic consultant.
• Develop deep, trustful relationships with senior hotel leaders through regular engagement, strategic reviews, and onsite visits, primarily within Thailand.
• Increase net dollar retention by spotting upsell opportunities and employing strategies to reduce churn in your portfolio.
• Leverage your hospitality expertise to provide personalized recommendations improving revenue, operations, and commercial outcomes.
• Handle complex customer escalations efficiently, collaborating with Support, Sales, and Product teams to resolve issues.
• Use customer data and usage insight to identify and promote deeper product adoption and enhanced business results.
• Collect and relay customer feedback internally to help direct the future development of the Cloudbeds platform.
• Travel locally approximately once per month for property visits across Oceania/Asia-Pacific, with potential for more extensive quarterly travel.

Qualifications and Experience

• Minimum of 7 years in senior operational or commercial hospitality positions such as Revenue Manager, Director of Revenue, Operations Manager, or General Manager in Oceania.
• Advanced knowledge of hotel operations and commercial strategies, including pricing, revenue management, distribution, budgeting, and property management systems (PMS).
• Strong familiarity with the Oceania hospitality market, including customer expectations and managing high-value hotel relationships.
• Exceptional communication skills combined with executive presence, credibility, and the ability to influence stakeholders at all organizational levels.
• Proven capability in managing complex, high-value customer portfolios with strong organization and a results-oriented approach.
• Aptitude for quickly mastering technology platforms and translating technical information into strategic recommendations for hospitality clients.

Additional Desirable Skills

• Experience using or engaging with SaaS hospitality technologies such as RMS, PMS, or channel managers.
• Familiarity with Salesforce or comparable CRM/account management tools.
• Either based in or significantly experienced in Phuket or other major Thai resort markets.

Work Authorization

Applicants must be authorized to work in the role’s location without visa sponsorship; Cloudbeds does not provide visa sponsorship.

Company Culture and Benefits

Cloudbeds is a diverse, globally distributed team passionate about innovation in hospitality technology. The team includes engineers, AI architects, designers, and hospitality professionals working remotely across 40+ countries. Benefits include:

• Remote-first work environment
• Paid time off per local regulations
• Fully paid parental leave
• Home office stipend based on residency
• Access to professional development including Cloudbeds University and management training

Diversity and Inclusion

Cloudbeds is an equal opportunity employer committed to diversity and inclusion, providing reasonable accommodations for persons with disabilities throughout the hiring process, including ASL interpreters.

Notes for Staffing Agencies

Cloudbeds does not accept applications from staffing agencies and does not pay fees related to unsolicited agency resumes.