Strategic Account Manager (Hospitality SaaS)

Location: Remote, Australia or New Zealand. The role supports customers across APAC and Oceania and includes local travel approximately once per month, with potentially more extensive travel once per quarter.

Company

hirify.global provides a unified hospitality software platform for hotel properties and groups across 150 countries, integrating with hundreds of partners and supporting hotel operations and commercial strategy.

What you will do

• Manage a focused portfolio of hirify.global' largest and most complex hotel customers in APAC as their primary point of contact and strategic advisor.
• Build relationships with senior hotel stakeholders through regular touchpoints, strategic business reviews, and on-site property visits.
• Identify upsell and expansion opportunities, drive net dollar retention, and implement proactive churn-reduction strategies.
• Provide tailored recommendations to improve customer revenue, operations, commercial performance, and product adoption.
• Manage complex customer escalations and collaborate with Support, Sales, and Product teams on effective resolution.
• Analyze customer data and feedback to identify improvement opportunities and inform the future direction of the platform.

Requirements

• 7+ years of hospitality industry experience in senior operational or commercial roles such as Revenue Manager, Director of Revenue, Operations Manager, or General Manager.
• Experience working within hotels or hospitality properties in Oceania, with a deep understanding of the regional market and customer expectations.
• Advanced knowledge of hotel operations and commercial strategy, including revenue management, distribution, pricing, budgeting, and PMS platforms.
• Executive presence, strong communication skills, and the ability to influence and present effectively at all levels of a hotel organization.
• Experience managing complex, high-value customer portfolios with strong organization, proactive follow-through, and a results-driven approach.
• Ability to learn technology platforms and translate technical concepts into practical strategic recommendations for hoteliers.

Nice to have

• Experience with SaaS platforms or hospitality technology such as PMS, RMS, or channel managers.
• Familiarity with Salesforce or similar CRM and account management tools.
• Residence in or significant market experience with Phuket or other key Thai resort markets.

Culture & Benefits

• Remote-first and remote-always work environment.
• PTO in accordance with local labor requirements and monthly Wellness Fridays.
• Fully paid parental leave.
• Home office stipend based on country of residence.
• Professional development through hirify.global University, manager training, upskilling, and knowledge transfer.
• Inclusive, international team operating across more than 40 countries.