Customer Success Manager Asia-Pacific

Welcome to Oaky! 🧡

We are looking for someone eager to get into customer success or a newcomer to the CS function in SaaS. In this role, you will learn the ins and outs of customer success and how to take commercial responsibility for your customer portfolio. Along with a senior member of the CS team, you will be working on a balanced portfolio of hotels in the Asia Pacific region and independently managing small regional hotel chains. You will play a crucial role in helping Oaky grow its customer base. 

This is a commercially oriented role. What does that mean? Your main focus will be to ensure our customers get the outcomes and results they’re looking for, and you won’t stop until they do. You do this by understanding our product and their market really well and delivering an amazing customer experience.

Reports To: VP of Customer Success
Functional Collaboration: Customer Success Team, Marketing Team, Product Team, Sales Team.

🧑‍💻 You’ll be responsible for:

• Customer Outcome Orientation: Work closely with customers to ensure they achieve the expected results from Oaky i.e a better-than-expected impact on TrevPAR.

• Strategic Account Growth: You will work closely with the Key Account Manager (KAM) to ensure our land-and-expand motion is optimized for accounts with a large whitespace. While ensuring other customers realize the recurring impact of Oaky.

• Collaborative Cross-Functional Planning: Engage with Sales, Marketing, and Product teams to align strategies that drive customer growth and product adoption.

• Market and Industry Insight: Maintain up-to-date knowledge of industry trends to inform strategic decisions and content creation for your customer base.

👋 We are looking for someone who is: 

• Good Communicator: Ability to have articulate verbal and written communication

• Proactive and Organized: Can manage multiple accounts and projects, prioritizing tasks to meet goals efficiently.

• Commercially inclined: Has a keen understanding of how customer success impacts revenue growth or is willing to develop this. you're not shy about having commercial conversations with customers and holding them accountable for their actions. 

• Innovative Problem Solver: Identifies and addresses challenges creatively to enhance customer satisfaction and drive revenue.

What you bring to Oaky:

• Minimum of 2 years of experience in Reservation Management/Front Office/Revenue Management. This is a prerequisite.

• Experience in and understanding of the SaaS industry is a plus.

• Demonstrated ability to develop and maintain relationships with key stakeholders.

• Proficiency in English is a prerequisite. Any additional language is a plus.

• Locations: Remote from South East Asia. Preferred locations: Thailand or Malaysia.

Sounds like a match? 

Send us a one-minute video pitch about yourself and why you think you’re the best candidate for the role.

Note: Please send your video via Loom or, Vidyard or any such online video recording platform

Also, don't forget to attach your resume and cover letter. 

We are looking forward to meeting you!

Note: we will not respond to any recruitment agencies for this or any other open vacancy