Regional Director of Customer Success - Thailand

📋 Description

• • **Transform Hospitality Through Leadership**: As the Regional Director of Customer Success for Thailand at Cloudbeds, you will play a pivotal role in shaping the future of hospitality technology. Cloudbeds powers properties across 150 countries, processing billions in bookings annually, and your leadership will ensure Thai hoteliers receive best-in-class service, driving retention, reducing churn, and elevating their operational and commercial strategies. This role is critical to bridging the gap between Cloudbeds’ global innovation and the unique needs of Thailand’s hospitality market, making you the trusted advisor and secret weapon for your clients.
• • **Lead Cross-Functional Teams to Deliver Excellence**: Day-to-day, you will oversee a cross-functional Customer Success team of 15+ professionals in Thailand, spanning Support, Onboarding, and Account Management. Your responsibilities will include:
• • **Driving Core Metrics**: Own and optimize key performance indicators such as Net Dollar Retention (NDR), onboarding success rates, and service quality to ensure customer satisfaction and business growth.
• • **Cross-Functional Collaboration**: Work closely with Thai and global teams to align strategies, resolve escalations, and ensure seamless communication between departments, including engineering, product, and sales.
• • **Customer Advocacy**: Act as the voice of Thai customers internally, translating their needs into actionable insights for product and service improvements while balancing cultural expectations with Cloudbeds’ global standards.
• • **Team Development**: Mentor and develop high-performing teams, fostering a culture of accountability, innovation, and results-driven performance.
• • **Crisis Management**: Handle escalations with confidence, ensuring swift resolution and maintaining strong customer relationships even in high-pressure situations.
• • **Strategic Partnerships**: Build and nurture relationships with key stakeholders, including hotel groups, independent properties, and industry partners, to position Cloudbeds as the leading hospitality technology provider in Thailand.
• • **Join a Global Movement**: Cloudbeds is a remote-first company with a team of 650+ employees across 40+ countries, united by a passion for innovation and travel. As a leader in this dynamic environment, you will collaborate with elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven’t dared to tackle. The company’s culture is built on diversity, inclusion, and a shared language of innovation—speaking 30+ languages but united in redefining hospitality through technology.
• • **Grow Your Career and Make an Impact**: This role offers unparalleled opportunities for professional growth and leadership development. You will:
• • **Expand Your Influence**: Take ownership of a critical market, shaping strategies that impact thousands of properties and millions in revenue. Your work will directly contribute to Cloudbeds’ mission of transforming hospitality through AI-powered solutions.
• • **Develop Leadership Skills**: Gain experience managing managers, leading high-performing teams, and navigating the complexities of a multinational organization. Cloudbeds offers professional development courses, manager training, and upskilling opportunities through Cloudbeds University.
• • **Achieve Work-Life Balance**: Enjoy the flexibility of a remote-first culture, with benefits like monthly Wellness Fridays (an extra long weekend every month), home office stipends, and full paid parental leave. Your well-being is a priority, allowing you to thrive both professionally and personally.
• • **Be Part of Something Extraordinary**: Join a team that’s not just watching the future of hospitality unfold but actively coding, designing, and shipping it. If you’re ready to work alongside some of the brightest minds in tech and hospitality, this is your chance to be part of a revolution.