USD per year
Regional Director of Customer Success - Thailand
Location: Thailand Remote Work: Yes, completely remote global team Employment Type: Not explicitly stated Experience Level: Senior leadership (8+ years combined experience, 3+ years in leadership roles)
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 (Net Dollar Retention), 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 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):
- Senior Leadership Experience (managing managers)
- Advanced degree in Hospitality or Business
Additional Notes on Company Culture & Benefits:
- Remote First, Remote Always
- PTO according to local labor requirements
- Corporate apartment accommodations available for team member use (San Diego & São Paulo)
- Monthly Wellness Fridays (extra long weekend every month)
- Full Paid Parental Leave
- Home office stipend based on country of residency
- Professional development courses via Cloudbeds University
- Access to manager training, upskilling, knowledge transfer
Equal Opportunity Employer Statement:
Cloudbeds is an Equal Opportunity Employer celebrating diversity globally. They provide reasonable accommodations during hiring processes for persons with disabilities including ASL interpreters if needed.