Lead, Account Management (Hospitality SaaS)

Location: Remote – Thailand. Applicants must be currently authorized to work in Thailand without requiring visa sponsorship.

Company

hirify.global provides a unified hospitality software platform used by hotels in 150 countries, integrating with hundreds of partners and developing AI-powered solutions for hotel operations.

What you will do

• Lead, coach, and develop Account Managers across Thailand through goal-setting, 1:1s, performance reviews, and ongoing development.
• Monitor and report team performance, KPIs, and customer health metrics to senior leadership.
• Handle escalations involving renegotiations, exceptions, and high-stakes retention conversations.
• Build team knowledge of the platform, hospitality trends, and consultative advisory practices.
• Collaborate with Product, Partnerships, and Marketing on product pilots, platform improvements, and integration launches.
• Analyze customer data and feedback to improve retention, reduce churn, represent team needs in leadership meetings, and visit customers on-site as needed.

Requirements

• 3+ years of experience in hospitality or hospitality technology, including a strong foundation in hotel operations.
• 2+ years of experience leading and managing a customer success or account management team in a remote environment.
• Deep understanding of hotel operations and the ability to apply it in strategic advisory conversations with hotel customers.
• Excellent communication and interpersonal skills, with the ability to present and influence from frontline conversations through senior leadership.
• Strong analytical skills and the ability to build and interpret reports in Salesforce and Zendesk to monitor performance and identify at-risk accounts.
• Strong problem-solving and conflict-resolution skills for handling escalated customer situations.
• Self-motivated, results-driven, and effective in a fast-paced remote environment, with strong time and project management skills.
• Must already be authorized to work in Thailand without visa sponsorship.

Nice to have

• Experience with SaaS platforms or hospitality technology such as PMS, RMS, channel managers, or similar tools.
• Familiarity with Salesforce, Zendesk, or similar CRM and support tools.
• People leadership experience in a hospitality technology or SaaS company.

Culture & Benefits

• Remote-first and remote-always work environment.
• PTO in accordance with local labor requirements and fully paid parental leave.
• Home office stipend based on country of residency.
• Professional development through hirify.global University, manager training, upskilling, and knowledge transfer.
• Inclusive global team of 650+ employees across 40+ countries.