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Note: The job is a remote job and is open to candidates in USA. Profitroom is a global leader in hospitality software, helping hotels maximize their revenue and guest satisfaction. The Customer Success Manager will support hotel clients in the Middle East by leveraging hospitality and revenue management expertise to enhance client relationships and optimize revenue performance using Profitroom’s products.
Responsibilities
Serve as the lead point of contact for all customer account management matters in the Middle East.
Build and maintain strong, long-lasting client relationships across independent luxury hotels, resorts, and hotel groups.
Support assigned hotel clients to maximise their direct revenue potential through Profitroom tools, products, and services.
Negotiate contracts and close agreements to maximise profits and build long-term partnerships.
Understand clients’ needs, business practices, and cultural context, guiding them towards Profitroom solutions that optimise revenue performance and unlock upsell opportunities.
Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors.
Ensure the timely and successful delivery of our solutions based on customer needs and objectives.
Communicate clearly the progress of monthly and quarterly initiatives to internal and external stakeholders.
Develop new business with existing clients and identify opportunities for growth to meet sales goals.
Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts).
Prepare regular reports on account status.
Collaborate with the sales team to identify and grow opportunities within the Middle East.
Assist with challenging client requests or escalations as needed.
Gather feedback from clients and share technical/development input via Profitroom’s Idea Bank.
Work with internal development teams to prioritise revenue-generating regional needs.
Drive market-wide initiatives to strengthen Profitroom’s position as a leader in the Middle East, e.g. webinars, articles, and customer success stories.
Define revenue objectives for group clients and build/execute growth plans.
Join onboarding meetings for group clients to understand technical requirements pre- and post-onboarding.
Liaise with business analysts and product owners on technical needs, managing expectations and building cases for regional/global development.
Skills
Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, or Customer Success Manager, ideally within the hospitality or travel tech industry.
5+ years of experience in hotel revenue management with strong exposure to luxury and independent hotel groups.
Demonstrated ability to communicate, present, and influence stakeholders at all levels, including executive and C-level.
Experience adapting hotel operations and strategies to new technology, including PMS migrations, booking engine implementations, and channel manager changes.
Strong analytical skills with the ability to interpret data, identify trends, and adapt to changing market conditions.
Capacity and willingness to gain a working understanding of integrations and systems.
A proactive problem solver with a proven track record of finding creative client solutions.
Experience in a consultative capacity, driving change and delivering client-focused solutions.
Ability to manage multiple account projects simultaneously with strong attention to detail.
Excellent listening, negotiation, and presentation skills.
Strong verbal and written communication abilities.
Fluency in English is required; additional regional languages are an advantage.
Solid experience with CRM software (e.g. Salesforce, Zoho CRM, HubSpot).
Valid driving licence and willingness to travel extensively across the region.
Benefits
Take Time Off: 24 paid days off annually for B2B contracts + local public holidays.
Enjoy Work-Life Balance: Fully remote role with flexible working hours.
Explore the World: Annual “Work with Us, Travel with Us” hotel vouchers.
Grow Your Skills: English language classes along with a dedicated team development fund.
Stay Healthy: Co-financed life and medical insurance, sports facility access, and mental health support.
Share hospitality: extra paid CSR/volunteering days each year.
Join Celebrations: Company retreats, events, wedding & baby packs, and referral program.
Transparent Culture: Flat hierarchy and open communication channels.
Company Overview
We are Profitroom and our mission is to become the #1 Booking Technology Partner for Outstanding Hotels Worldwide. It was founded in 2009, and is headquartered in London, England, GBR, with a workforce of 201-500 employees. Its website is https://www.profitroom.com/.
