About this role.
Cloudbeds is hiring a Strategic Account Manager to manage a portfolio of its largest and most complex hotel customers across Oceania and the broader APAC market. The role combines strategic customer success, executive account management, commercial consulting, retention, and expansion responsibility. The successful candidate will use deep hotel operations and revenue-management knowledge to improve customer adoption, performance, and business outcomes. Responsibilities include strategic business reviews, complex escalation management, cross-functional coordination, data analysis, and recurring on-site visits to properties. The position requires substantial hospitality experience, particularly in Oceania, plus the ability to translate SaaS capabilities into practical recommendations for hotel leaders.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would begin by reviewing account health, platform usage, support history, commercial performance, renewal timing, and the customer's stated success goals. During the review, I would connect relevant data to operational and revenue outcomes, present prioritized recommendations, and agree on owners, timelines, and measurable next steps. I would follow up with a concise success plan and maintain momentum between reviews.
I would first confirm that the opportunity addresses a meaningful customer need, such as distribution complexity, revenue optimization, or workflow inefficiency. I would use usage trends and business objectives to show the value case, quantify expected impact where possible, and position the recommendation as part of the customer's success plan rather than as a standalone sales pitch. Transparency and outcome alignment are essential to preserving trust.
I would establish a clear issue summary, business impact, urgency, decision owners, and communication cadence immediately. I would coordinate the internal teams around a shared action plan, keep the customer informed with accurate updates, and avoid making commitments before validating feasibility. After resolution, I would conduct a review to address root causes, restore confidence, and prevent recurrence.
I would consider occupancy, ADR, RevPAR, booking pace, channel mix, cancellation patterns, lead time, rate parity, and distribution costs alongside operational indicators such as staff workflow and PMS adoption. The exact metrics would depend on the hotel's segment, seasonality, and commercial objectives. I would translate findings into practical actions that the property team can implement and measure.
I tailor the discussion to each audience's priorities and level of detail. Executives generally need a concise view of business impact, risks, and strategic decisions; revenue leaders benefit from performance trends and optimization opportunities; operational teams need clear workflows and actionable guidance. In every case, I confirm understanding, document commitments, and communicate progress consistently.
What Makes Cloudbeds Unique
At Cloudbeds, we’re not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to 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 become the World’s Best Hotel PMS Solutions Provider and landed on Deloitte’s Technology Fast 500 again in 2024, but we’re just getting started.
Location: Remote
How You’ll Make an Impact:
As a Strategic Account Manager on our APAC – Oceania team, you’ll be the trusted partner that our largest and most complex customers rely on to get the most out of Cloudbeds. You’ll manage a focused portfolio of high-value properties across Asia-Pacific, bringing deep hospitality expertise and a consultative approach to every interaction — from strategic business reviews to on-site property visits. This isn’t just account management; it’s true strategic partnership. You’ll help hoteliers make smarter decisions, optimize their operations, and grow their business, while playing a key role in shaping how Cloudbeds shows up in one of our most dynamic and demanding markets
Our AM Team is responsible for identifying upsell opportunities for ACV expansion and minimizing customer churn. AMs will act as the first point of contact for all things related to Cloudbeds. They are responsible for guiding clients through their customer journey while providing recommendations on how to best improve their business in order to achieve success. As a Strategic AM you will make the motto “more reservations, happier guests” a reality by providing strategic guidance to our customers around the world and helping them achieve their “Success Outcomes.”
What You Bring to the Team:
- Manage a focused portfolio of Cloudbeds’ largest and most complex hotel customers in APAC, serving as their primary point of contact and strategic advisor for everything Cloudbeds-related
- Build deep, trust-based relationships with senior hotel stakeholders through regular touchpoints, strategic business reviews, and on-site property visits across Thailand
- Drive net dollar retention by identifying upsell and expansion opportunities and implementing proactive churn reduction strategies across your portfolio
- Act as a true strategic partner — leveraging your hospitality expertise to provide tailored recommendations that help customers optimize their revenue, operations, and commercial performance
- Manage complex customer escalations and collaborate cross-functionally with Support, Sales, and Product teams to ensure timely and effective resolution
- Analyze customer data and usage trends to identify opportunities for deeper product adoption and improved business outcomes
- Gather and synthesize customer feedback and requirements, communicating insights internally to help shape the future direction of the Cloudbeds platform
- Conduct on-site visits to customer properties across Oceania/Asia Pacific, traveling locally an estimated one time per month, with the possibility of more extensive travel estimated to be once per quarter.
What Sets You Up for Success:
- Bring 7+ years of hospitality industry experience in senior operational or commercial roles — Revenue Manager, Director of Revenue, Operations Manager, General Manager, or similar — within hotels or hospitality properties in Oceania
- Demonstrate advanced understanding of hotel operations and commercial strategy, including revenue management, distribution, pricing, budgeting, and property management systems (PMS)
- Possess deep experience in the Oceania hospitality market with a strong grasp of regional customer expectations, business practices, and the nuances of managing high-value hotel relationships
- Deliver exceptional communication with executive presence, credibility, and the ability to influence and present effectively at all levels of a hotel organization
- Demonstrate a track record of managing complex, high-value customer portfolios with strong organizational skills, proactive follow-through, and a results-driven mindset
- Show ability to learn and deeply understand technology platforms and translate technical concepts into practical, strategic recommendations for hoteliers
Bonus Skills to Stand Out:
- Experience with SaaS platforms or hospitality technology (PMS, RMS, channel managers, or similar tools) — either as a power user or in a customer-facing tech role
- Familiarity with Salesforce or similar CRM and account management tools
- Based in or with significant market experience in Phuket or other key Thai resort markets
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What to Expect – Your Journey with Us
Behind Cloudbeds’ revolutionary technology is a team of redefining what’s possible in hospitality. We’re 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven’t dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we’re not just watching the future of hospitality unfold – we’re coding it, designing it, writing it, and shipping it. If you’re ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.
Learn more online at cloudbeds.com
Company Awards:
- Best All-In-One Hotel Management System | HotelTechAwards (2025)
- Overall 10 Best Places to Work | HotelTechAwards (2025)
- Most Loved Workplace® Certified (2024)
- Top 10 People’s Choice (2024)
- Deloitte Technology Fast 500 (2024)
Discover our Benefits:
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- Monthly Wellness Fridays – enjoy an extra-long weekend every month
- Fully Paid Parental Leave
- Home office stipend based on country of residency
- Professional development courses in Cloudbeds University
- Access to professional development, including manager training, upskilling and knowledge transfer
Everyone is Welcome – A Culture of Inclusion
Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at (858) 201-7832 or via email at accommodations@cloudbeds.com. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.
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