Enterprise Customer Success Manager (remote in Thailand)

We are expanding our enterprise portfolio in the APAC region and are looking for an Enterprise Customer Success Manager to support large, complex hotel groups and high-value clients. While the role is based in APAC, it will also support enterprise clients across other global regions as required. This position requires deep hospitality, e-commerce, and revenue management expertise alongside strong commercial acumen. You will act as a strategic partner, guiding enterprise customers through product adoption, optimisation, and long‑term growth.

Key goals and responsibilities

• Serve as the primary contact for enterprise‑level hotel groups across APAC and additional assigned regions.
• Build strong, long‑term strategic relationships with senior stakeholders including Directors of Revenue, Commercial Leaders, and Group Executives.
• Navigate complex organisational structures and multi‑property requirements.

Lead quarterly business reviews, presenting performance insights and growth opportunities.

Manage and optimise the full suite of Profitroom solutions:

• Email Marketing
• Guest Messaging (Pre- & Post-Stay)
• Loyalty Programme Set‑up & Promotion
• Meta Search & Digital Marketing
• Booking Engine & Guest Journey
• Website Content Management

Provide high‑level enterprise support through:

• Training for Call Centres, Reservations Teams, and Cluster Operations
• Handling enquiry flows and existing reservation call processes
• Building product business cases to drive adoption

Collaborating with technical, product, and marketing teams to prioritise regional needs.

Client‑Related Duties

• Achieve enterprise revenue targets and account‑level budget goals.
• Conduct regular audits of the guest journey, e‑commerce setup, and booking flows.
• Build strategic commercial growth plans per group, region, and product line.
• Lead upsell initiatives and expand product adoption across additional properties.Perform revenue drop checks and identify corrective actions.
• Forecast performance and deliver data‑driven recommendations.

KPIs & Success Metrics

Commercial KPIs

• Achievement of quarterly and annual revenue targets
• Product and service upsells (per product, per client)

Client Success KPIs

• Reduction in revenue leakage and improvements in conversion
• Delivery and impact of business cases
• NPS and overall portfolio satisfaction
• Retention, renewals, and expansion across group properties

Requirements

• Proven experience in Enterprise Account Management or Customer Success in hospitality or travel tech.
• 5+ years in hotel revenue management, ideally with luxury or multi‑property groups.
• Strong understanding of e‑commerce, booking flows, and digital revenue strategy.
• Experience with PMS migrations, booking engine optimisation, and channel management ecosystems.
• Ability to influence senior stakeholders and present at executive level.
• Strong analytical skills with the ability to interpret complex performance data.
• Consultative problem‑solver with a record of driving commercial growth.
• Ability to manage large portfolios with strong prioritisation and attention to detail.
• Fluency in English required; Thai language is a strong advantage. Additional APAC languages beneficial.
• Willingness to travel across APAC and other assigned regions.
• Take Time Off: 24 paid days off annually for B2B contracts + local public holidays.
• Enjoy Work‑Life Balance: Fully remote role with flexible working hours.
• Explore the World: Annual ‘Work with Us, Travel with Us’ hotel vouchers.
• Grow Your Skills: English language classes along with a dedicated team development fund.
• Stay Healthy: Co‑financed life and medical insurance, sports facility access, and mental health support.
• Share hospitality: extra paid CSR/volunteering days each year.
• Join Celebrations: Company retreats, events, wedding & baby packs, and referral program.
• Transparent Culture: Flat hierarchy and open communication channels.

About Us:

We’re a global leader in hospitality software, founded in Poznań, Poland in 2008. We’ve grown to serve over 3,500 customers across five continents, helping hotels and resorts maximise their revenue and guest satisfaction.

We’re passionate about innovation and harnessing the latest technology – including AI‑driven solutions – to empower hoteliers. Our award‑winning SaaS platform and marketing services are designed to boost bookings, streamline operations, and deliver exceptional guest experiences. At Profitroom, we believe in pushing boundaries, embracing change, and shaping the future of hospitality through technology.