Customer Success Manager - APAC
1. About the Company
Duetto, the industry-leading hospitality revenue management system, leads the way in helping hotels, resorts and casinos optimize revenue and boost profit. Our leading SaaS platform, expanding suite of products, and incredibly skilled team have been at the heart of our continued success and our ambition for future growth knows no bounds.
Duetto is building the future of hotel revenue strategy. We’re not just another SaaS company — we’re redefining what’s possible for hotels through our category-creating platform, the Revenue & Profit Operating System.
2. Role Summary / Purpose
Responsible for managing the interaction between all stakeholder groups, Customer Success expectations and project success criteria. A creative problem solver. As a trusted advisor, you will use your expertise to assist our clients daily in maximizing all that Duetto products have to offer. Responsible for understanding customer requirements, managing implementation, and driving adoption by providing recommendations that align with specific business needs. The position requires a confident, goal-focused business manager who is a team player.
This individual will work closely with hotels, chains, and partners across APAC to strengthen relationships, improve product utilization, and identify opportunities for growth and retention.
3. Key Responsibilities
Customer Success & Relationship Management
- Build and maintain strong relationships with hotel clients across APAC.
- Act as the primary point of contact for assigned accounts, driving revenue expansion, renewals and minimizing churn.
- Ensure customers achieve measurable ROI through product adoption and optimization.
- Success metrics: Maintain 95%+ gross retention, achieve 110%+ net retention (NRR), and keep churn below 5%.
Product Expertise & Advisory
- Develop deep business and technical knowledge of Duetto’s pricing and revenue optimization solutions.
- Analyze data and market trends, providing clients with recommendations that align with their revenue strategy.
Cross-Functional Collaboration
- Partner with Sales and Marketing to support growth through account insights, training, and market expertise.
- Serve as the voice of the customer, sharing feedback with internal teams to improve product and service.
- Keep customer information up to date in Salesforce and run reporting/analytics in Tableau.
Team & Culture
- Contribute to a positive, productive environment within the Customer Success team.
- Support knowledge sharing and collaboration across departments.
What you will do
- Has deep business and technical knowledge of Duetto’s pricing and revenue optimization solutions and additional products
- Serves as the voice of the customer while conducting remote / onsite meetings
- Manages all post-sales activity for their assigned accounts (onboarding, personalized training, continued support, escalations)
- Analyzes data to determine market trends and speaks with customers about the most relevant features / functionality for their specific needs
- Support sales and marketing through sales tools, training and market expertise to ensure their ability to effectively position and sell products.
- Conducts analyzes to understand how our products can address issues
- Resolves any business issues for the client including (business practices, system, configuration, and system usage and monitoring)
- Interact and provide support within assigned team and other departments
- Creates a positive and productive environment within the department
- Update CS related info and customer information in Salesforce
- Run customer reports in Tableau
4. Qualifications
Required:
- 3+ years’ experience in Hospitality Revenue Management.
- Proven track record in a customer-facing role (Customer Success, Account Management, or Consulting), ideally in hospitality technology or SaaS.
- Strong understanding of hotel KPIs (RevPAR, ADR, RGI, ARI, MPI) and RMS systems.
- Proficiency in Duetto solutions (preferred) or comparable revenue management tools.
- Fluent in English, additional regional languages would be a plus.
- Must be able to work and reside in Singapore without the need for sponsorship.
- Strong relationship-building, analytical, and communication skills.
- Ability to travel regionally within APAC (25–40%).
Preferred:
- Prior SaaS platform experience in hospitality technology.
- Knowledge of APAC hospitality market dynamics and distribution landscape.
- Familiarity with CRM tools (Salesforce, Oracle, etc.).
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