Regional Director of Customer Success - Thailand

About this role

What Makes Us 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.

How You'll Make an Impact:

As a Customer Success leader, you will work across functional areas to drive results, promote communication, and ensure accountability. Our aim is to create a best-in-class customer experience in Thailand- to accomplish this, you will lead team members across support, implementation, and account management, working hand-in-hand with Thai and non-Thai teams.

Our Customer Success Team:

Forget the stuffy corporate office—we are a completely remote global team of innovators and experts, with a cross-functional Customer Success team of 15+ in Thailand. We are our clients' secret weapon and trusted advisor. You'll own our Thai portfolio of customers, keeping retention high, churn low, and customers happy.

Motivated, meticulous, results-driven individuals who can communicate well will fit right in!

What You Bring to the Team:

• Proven ability to lead regional Customer Success functions across Support, Onboarding, and Account Management. accountable for core metrics such as NDR, onboarding success, and service quality.

• 8+ years of combined experience in hospitality or hospitality technology, including at least 3 years in leadership roles.

• Fluent in Thai with excellent English communication skills. Able to represent Thai customers internally and collaborate effectively across global teams.
Demonstrated success leading Thai teams and partnering with other Thai leaders and departments, while operating within a multinational structure.

• Deep understanding of Thailand’s hospitality landscape. able to balance cultural expectations, customer relationships, and Cloudbeds’ global standards.

• Strong ability to translate technical and operational concepts into clear, practical guidance for non-technical customers and internal teams.

What Sets You Up for Success:

• Bachelor’s degree or equivalent experience in hospitality, business, or technology.

• Balanced career background in both traditional hospitality and hospitality technology, with at least 2 years in each.

• Track record of career progression and developing high-performing teams.

• Excellent leadership and crisis management skills; confident handling of escalations and cross-functional alignment.

• Proven success working within international companies and adapting to both Thai and global business environments.

• High professional fluency in both Thai and English (spoken and written).

Bonus Skills to Stand Out (Optional):

• Sr Leadership Experience (managing managers)

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