Profitroom · 1 month ago
Enterprise Customer Success Manager (remote in Thailand)
United States
Full-time
Remote
Senior Level
5+ years expProfitroom is a global leader in hospitality software, aiming to empower hotels through innovative technology. They are seeking an Enterprise Customer Success Manager to support large hotel groups and high-value clients, guiding them through product adoption and growth strategies.
GovernmentIT ManagementNon Profit
Responsibilities
Serve as the primary contact for enterprise-level hotel groups across APAC and additional assigned regions
Build strong, long-term strategic relationships with senior stakeholders including Directors of Revenue, Commercial Leaders, and Group Executives
Navigate complex organisational structures and multi-property requirements
Lead quarterly business reviews, presenting performance insights and growth opportunities
Manage and optimise the full suite of Profitroom solutions: Email Marketing, Guest Messaging (Pre- & Post-Stay), Group Vouchers & Gift Shop, Extras & Add-ons, Loyalty Programme Set-up & Promotion, Meta Search & Digital Marketing, Booking Engine & Guest Journey, Website Content Management, Revenue Optimisation Tools & Adoption
Provide high-level enterprise support through: Training for Call Centres, Reservations Teams, and Cluster Operations, Handling enquiry flows and existing reservation call processes, Building product business cases to drive adoption, Collaborating with technical, product, and marketing teams to prioritise regional needs
Achieve enterprise revenue targets and account-level budget goals
Conduct regular audits of the guest journey, e-commerce setup, and booking flows
Optimise product revenue streams across multi-property groups
Build strategic commercial growth plans per group, region, and product line
Lead upsell initiatives and expand product adoption across additional properties
Perform revenue drop checks and identify corrective actions
Forecast performance and deliver data-driven recommendations
GBV per client / per portfolio
Achievement of quarterly and annual revenue targets
Product and service upsells (per product, per client)
Product adoption rates across enterprise clients
Reduction in revenue leakage and improvements in conversion
Delivery and impact of business cases
NPS and overall portfolio satisfaction
Retention, renewals, and expansion across group properties
Qualification
Required
Proven experience in Enterprise Account Management or Customer Success in hospitality or travel tech
5+ years in hotel revenue management, ideally with luxury or multi-property groups
Strong understanding of e-commerce, booking flows, and digital revenue strategy
Experience with PMS migrations, booking engine optimisation, and channel management ecosystems
Ability to influence senior stakeholders and present at executive level
Strong analytical skills with the ability to interpret complex performance data
Consultative problem-solver with a record of driving commercial growth
Ability to manage large portfolios with strong prioritisation and attention to detail
Fluency in English required; Thai language is a strong advantage. Additional APAC languages beneficial
Willingness to travel across APAC and other assigned regions
Benefits
Take Time Off: 24 paid days off annually for B2B contracts + local public holidays.
Enjoy Work-Life Balance: Fully remote role with flexible working hours.
Explore the World: Annual “Work with Us, Travel with Us” hotel vouchers.
Grow Your Skills: English language classes along with a dedicated team development fund.
Stay Healthy: Co-financed life and medical insurance, sports facility access, and mental health support.
Share hospitality: extra paid CSR/volunteering days each year.
Join Celebrations: Company retreats, events, wedding & baby packs, and referral program.
Transparent Culture: Flat hierarchy and open communication channels.
Company
Profitroom
We are Profitroom and our mission is to become the #1 Booking Technology Partner for Outstanding Hotels Worldwide.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2024-04-15Acquired
Leadership Team
Krzysztof Grzęda
Chief Operating Officer
Company data provided by crunchbase