Profitroom

Customer Success Manager

Profitroom

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇹🇭 Thailand

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Job Level

Mid-LevelSenior

About the role

  • 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.

Requirements

  • 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
  • 24 paid days off annually for B2B contracts + local public holidays.
  • Fully remote role with flexible working hours.
  • Annual “Work with Us, Travel with Us” hotel vouchers.
  • English language classes along with a dedicated team development fund.
  • Co-financed life and medical insurance, sports facility access, and mental health support.
  • extra paid CSR/volunteering days each year.
  • Company retreats, events, wedding & baby packs, and referral program.
  • Flat hierarchy and open communication channels.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
account managementhotel revenue managementsales managementPMS migrationsbooking engine implementationschannel manager changesdata analysisclient-focused solutionsproject managementnegotiation
Soft skills
communicationpresentationinfluenceproblem solvingattention to detaillisteningadaptabilityrelationship buildingcollaborationproactivity
Certifications
valid driving licence