Customer Success Manager - APAC

If you know hotel revenue management inside out and you're energised by helping hoteliers get the most from sophisticated technology — this role is built for you. As Customer Success Manager for APAC, you'll own a portfolio of hotel clients across the region, acting as their trusted advisor, their escalation point, and their advocate inside Duetto. You'll drive adoption, retention, and expansion across some of the most dynamic hospitality markets in the world, combining deep RMS expertise with the relationship skills to make clients genuinely successful.

What Makes Us Different?

Duetto is the hospitality industry's leading revenue management platform, founded in 2012 by former Wynn Resorts executives who knew the industry needed better technology. We built the world's first Revenue & Profit Operating System — a suite of tools (GameChanger, ScoreBoard, BlockBuster, Advance and more) that goes beyond room pricing to give hotels, resorts and casinos a complete picture of their revenue and profitability. Trusted by clients ranging from independent boutique hotels to global chains, we've been named the #1 Revenue Management Software by HotelTechAwards four years running and the #1 Best Place to Work in Hotel Tech in 2025. Backed by GrowthCurve Capital since 2024, we're accelerating our investment in AI — and we're genuinely passionate about the industry we serve. We build products we're proud of, for customers we care about.

What You'll Be Doing

• You'll own the full post-sales relationship for your assigned APAC accounts — acting as primary point of contact, driving renewals and revenue expansion, managing onboarding and personalised training, and resolving escalations to keep churn below 5% and gross retention above 95%.
• You'll develop deep expertise in Duetto's pricing and revenue optimisation solutions, analysing data and market trends to provide clients with recommendations that align directly with their revenue strategy and drive measurable ROI.
• You'll conduct regular remote and onsite meetings with hotel clients across APAC — serving as the voice of the customer inside Duetto and sharing actionable feedback with Product, Sales, and Marketing to continuously improve the platform and service.
• You'll partner with Sales and Marketing to support growth through account insights, training, and regional market expertise — ensuring the team can effectively position and sell Duetto's solutions across the APAC landscape.
• You'll maintain accurate customer information and post-sales activity in Salesforce, run customer reporting and analytics in Tableau, and track success metrics including NRR targets of 110%+.
• You'll contribute to a positive, collaborative Customer Success team environment — supporting knowledge sharing across departments and helping raise the bar for how Duetto serves its customers across the region.

What We're Looking For

You may be a good fit if you have:

• 3+ years of experience in hospitality revenue management
• A 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 including RevPAR, ADR, RGI, ARI, and MPI, and hands-on experience with RMS systems
• Proficiency with Duetto or comparable revenue management tools
• Fluent English — additional regional APAC languages are a strong advantage
• The right to work and reside in Singapore without visa sponsorship
• Willingness to travel regionally within APAC (25–40%)

Strong candidates may also have:

• Prior SaaS platform experience in hospitality technology
• Knowledge of APAC hospitality market dynamics and distribution landscape
• Familiarity with Salesforce, Oracle, or comparable CRM tools

Why Duetto?

• Your hospitality expertise is the job. This isn't a generic CSM role — your RMS knowledge, hotel KPI fluency, and understanding of how revenue managers think is what makes you effective from day one.
• APAC scope with global backing. You'll be working across one of the most diverse and fast-growing hospitality regions in the world, with the support of a global platform, product team, and CS organisation behind you.
• AI is how we work. Duetto is an AI-first organisation — even in customer-facing roles, we're investing in tools and workflows that help the team work smarter, surface insights faster, and deliver more value to clients.
• Real commercial ownership. You'll have clear accountability to retention and expansion metrics — gross retention, NRR, and churn — with the autonomy and support to hit them.

The Details

• Location: Singapore (Remote)
• Department: Customer Success
• Travel: 25–40% regionally within APAC
• Candidates must have the right to work and reside in Singapore

Duetto is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.

Sound like you?

You don't need every item on this list. If you have strong hotel revenue management experience, a genuine passion for customer success, and the drive to own a region — we'd love to hear from you.

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