Customer Success Manager (AI & Revenue Systems)

About the Company

We are a young startup of experienced & successful experts in Hospitality, Big Data, and AI. Based out of Bangkok, with customers throughout South East Asia.

Location: Bangkok, Thailand (Hybrid – 3 days in-office). Reporting to: Head of Operations.

About the Role

We are looking for a high-ownership Customer Success Manager who treats every client implementation as their own business. You will be responsible for the end-to-end journey of hotels, resorts and businesses from other industries adopting our Revenue Management Systems (RMS) and Agentic AI solutions, and keeping the "success" in Customer Success long after the go-live date. This role requires a meticulous hands-on project leader who can track complex technical milestones and define the Customer Success playbook as we expand.

Responsibilities

• Project Lead (Onboarding): Own the client journey from Day 1; manage the end-to-end onboarding process, ensure data is gathered accurately and systems are configured to meet client needs, and own the timeline.
• Data Integrity: Manage the gathering of complex datasets from client properties and spot discrepancies in data flows before they reach the development team.
• Cross-Functional Liaison: Act as the primary bridge between the client and internal Data Science, Dev and Engineering teams; translate client requirements into technical reality and ensure custom requests are executed.
• Stakeholder Management: Lead regular syncs and project steering committees with confidence.
• Communication & Presentation: Maintain exceptional messaging standards for decks, project updates, and day-to-day communications (WhatsApp/Slack).
• Production Support: Monitor system health post-launch, troubleshoot issues, and provide ongoing support to ensure clients achieve maximum ROI.
• Problem Solving & Ownership: Proactively bring solutions when roadblocks occur and take full ownership of client success and ROI.

Qualifications

• Experience: 3–5 years in Customer Success, Technical Project Management, or Revenue Management; SaaS background preferred.
• Technical / Data Comfort: Strong attention to detail with financial/data spreadsheets and data schemas; able to understand data flows between systems (coding not required).
• Project Management: Able to juggle multiple client deployments without dropping the ball; proficiency in project management software such as Jira.
• Tooling: High-level Office tool skills (Google Workplace or Microsoft) are essential.
• Personal Traits: High ownership mentality, meticulous attention to detail, habitual curiosity to learn new technologies and business models.
• Language: Mandatory — Fluent, high-level English (written and verbal). Advantageous — Professional proficiency in Thai or Bahasa.
• Location & Compliance: Based in Bangkok with the existing legal right to work in Thailand.

Skills

• Project management and onboarding for technical/SaaS products
• Data integrity and validation for complex datasets
• Cross-functional stakeholder coordination (clients, data science, engineering)
• Production support and monitoring for live systems

Additional Information

• Work arrangement: Hybrid; in-office collaboration at least 3 days per week in Bangkok.
• You will be working with Agentic AI and next-generation Revenue Management Systems across hospitality and new industries.