Role Description As a Manager, Client Success, you will be the crucial link between our company's strategy and your team's daily execution. You will lead and empower a regional team of Client Success Specialists, coaching them to deliver outstanding results for our hotelier clients. Your focus will be on driving key success metrics, including client retention, churn prevention, and upsell performance. This role requires a blend of hands-on, empowering leadership and a sharp, data-driven approach to ensure your team and our clients succeed. What you will do - Lead, coach, and develop a high-performing team of Client Success Specialists, empowering them to grow professionally and achieve their goals. - Take full ownership of your team's key success metrics, including upsell pipelines, churn prevention, and client retention, using data to drive accountability and results. - Manage your own book of business, overseeing the full client lifecycle for a portfolio of key accounts. - Ensure a world-class client experience by overseeing high-quality onboarding, continuous enablement, and proactive engagement strategies. - Act as the primary escalation point for complex client issues, coordinating swiftly with Product and Tech teams to find effective resolutions. - Partner closely with the Sales team to ensure seamless client handoffs and identify commercial growth opportunities. - Proactively identify and implement process improvements that enhance efficiency and elevate the performance of the entire global Client Success organization. - Champion the voice of the customer internally, ensuring client feedback is channeled effectively to shape our product roadmap and service delivery. About our team You'll be joining our diverse, globally distributed Client Success team, a group of strategic advisors united by a passion for the tech and travel industries. Our team operates in regional pods, and you will be the anchor for your team, bridging company strategy with on-the-ground client excellence. What's in it for you? - Flexible working environment: Work from home or at one of our global offices. - Flexible time off: Autonomy to manage your work-life balance. - Collaborative team: High-bar, friendly, creative, and passionate colleagues. - Career development: Workshops, frameworks, tools, training, and processes to realize your full potential. - Impactful work: Shape products relied on by 85,000+ users worldwide. - Competitive compensation: Proactively maintained to value your work. - Referral bonuses: Earn rewards for bringing in new talent. Qualifications - Deep knowledge of the hospitality industry and familiarity with hospitality SaaS solutions. - Proven leadership experience with a track record of managing or leading a team. - Proven experience in a Client Success or Account Management role within a SaaS or tech company. - A data-driven and commercially-aware mindset, comfortable tracking and acting on metrics like upsells, churn, and retention. - Exceptional resilience and composure when handling client escalations. - Excellent written and spoken communication skills in English. - Legal right to work in Malaysia. - An interest in leveraging AI and productivity tools to improve team workflows. Requirements - Experience leading a remote or distributed team. - Fluency in additional languages relevant to your region. - Exposure to upsell or commercial targets within a Client Success or Account Management role. Benefits - We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. - We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. - We actively encourage applications from individuals with disabilities and are dedicated to providing reasonable accommodations throughout the recruitment process and during employment.

• Own the full SMB customer lifecycle — from onboarding and implementation through renewals and expansion. • Coach a team of CSMs and drive systematic process improvements. • Provide deeper oversight and strengthen coaching resources. • Improve the team's overall performance.

• Manage your book of accounts • Build strategic relationships with customers • Provide best-practice guidance and insights on the product • Collaborate with Sales and Customer Success teams • Drive technical success with product implementations • Act as the voice of the customers

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