Profitroom · 1 month ago
Customer Success Manager (remote in Thailand)
United States
Full-time
Remote
Mid LevelProfitroom is a global leader in hospitality software, empowering hotels to maximize their revenue and guest satisfaction. The Customer Success Manager will support the expanding customer base across the APAC region by fostering client relationships and ensuring successful product adoption to achieve revenue goals.
GovernmentIT ManagementNon Profit
Responsibilities
Serve as the lead point of contact for all customer account management matters across the APAC region
Build and maintain strong, long-lasting client relationships across independent luxury hotels, resorts, and hotel groups
Support assigned hotel clients to maximise their direct revenue potential through Profitroom tools, products, and services
Negotiate contracts and close agreements to maximise profits and build long-term partnerships
Understand clients’ needs, business practices, and cultural context across diverse APAC markets, guiding them towards Profitroom solutions that optimise revenue performance and unlock upsell opportunities
Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
Ensure the timely and successful delivery of our solutions based on customer needs and objectives
Communicate clearly the progress of monthly and quarterly initiatives to internal and external stakeholders
Develop new business with existing clients and identify opportunities for growth to meet sales goals
Forecast and track key account metrics (e.g., quarterly sales results and annual forecasts)
Prepare regular reports on account status
Collaborate with the sales team to identify and grow opportunities within APAC
Assist with challenging client requests or escalations as needed
Gather feedback from clients and share technical/development input via Profitroom’s Idea Bank
Work with internal development teams to prioritise revenue-generating regional needs
Drive regional initiatives to strengthen Profitroom’s position in APAC, e.g., webinars, articles, and customer success stories
Define revenue objectives for group clients and build/execute growth plans
Join onboarding meetings for group clients to understand technical requirements pre- and post-onboarding
Liaise with business analysts and product owners on technical needs, managing expectations and building cases for regional/global development
Qualification
Required
Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, or Customer Success Manager, ideally within the hospitality or travel tech industry
Experience in hotel revenue or sales management, with strong exposure to luxury and independent hotel groups
Demonstrated ability to communicate, present, and influence stakeholders at all levels, including executive and C-level
Experience adapting hotel operations and strategies to new technology, including PMS migrations, booking engine implementations, and channel manager changes
Strong analytical skills with the ability to interpret data, identify trends, and adapt to changing market conditions
Capacity and willingness to gain a working understanding of integrations and systems
A proactive problem solver with a proven track record of finding creative client solutions
Experience in a consultative capacity, driving change and delivering client-focused solutions
Ability to manage multiple account projects simultaneously with strong attention to detail
Excellent listening, negotiation, and presentation skills
Strong verbal and written communication abilities
Fluency in English is required; Thai language skills would be a strong advantage. Additional APAC regional languages are also beneficial
Solid experience with CRM software (e.g., Salesforce, Zoho CRM, HubSpot)
Valid driving licence and willingness to travel extensively across the region
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.
Founded in 2009
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2024-04-15Acquired
Leadership Team
Krzysztof Grzęda
Chief Operating Officer
Company data provided by crunchbase