Director, Customer Success - APAC

About the job

Job Title: Director, Customer Success - APAC (Hospitality Tech Industry) Job Location: Gurugram / Hyderabad About Company: Cendyn is a global leader in hospitality technology, enabling hotels to drive revenue growth, maximize profitability, and build meaningful guest relationships through a unified platform. Our solutions span CRM, digital marketing, revenue management, group sales, and distribution empowering hotel brands of all sizes to deliver exceptional service and achieve measurable business results. Today, we support more than 32,000 customers across 150+ countries, contributing to over $20 billion in annual hotel revenue, with a team of over 800 employees across the United States, Europe, the Middle East, India, and the Asia-Pacific region. What makes us stand out? We've rapidly expanded through strategic acquisitions of top industry players like Pegasus, Digital Hotelier, PUSHTech, Knowland, NextGuest, and more bringing together world-class expertise in guest intelligence, booking engines, omnichannel marketing, and sales optimization. With offices and teams across the Americas, Europe, the Middle East, and Asia-Pacific, we offer a truly global environment where innovation, collaboration, and creativity thrive. Whether you're passionate about tech, data, hospitality, or making an impact at scale Cendyn is a place where your ideas can shape the future of travel. Position Summary: As a Director of Account Management, you will play a key leadership role within the Account Management organization, either as a regional strategic leader or as a global functional leader overseeing a critical pillar of the client journey. In both cases, you will lead the strategy, execution, and outcomes that drive client satisfaction, retention, and growth at scale. Reporting to the Senior Director, Account Management, you will either own a regional client portfolio (including Enterprise and Strategic clients), or a global functional area with accountability for outcomes across all regions. In either model, you will lead high-impact initiatives, cross-functional collaboration, and continuous improvement to ensure the delivery of consistent, value-driven client experiences. Essential Duties and Responsibilities: The essential functions include, but are not limited to the following: Leadership & Team Management: - Lead a team of Account Management Directors, Senior Managers, and/or cross-functional contributors, depending on your designated region or function. - Establish clear goals, provide mentorship, and support career development across your team. - Foster a high-performing, client-centric culture rooted in accountability, collaboration, and continuous learning. Strategic Ownership: - If Regional: Own the client success strategy and execution for your designated region, ensuring delivery of outcomes across the full client lifecycle -- onboarding, adoption, value realization, renewals, and expansion. - If Functional: Lead a global or cross-regional end-to-end client success strategy, ensuring alignment with organizational goals and global Account Management initiatives. Project & Program Management: - Oversee strategic initiatives and cross-functional programs to improve client outcomes and operational efficiency. - Manage project scopes, timelines, resources, communication plans, and KPIs. - Lead change management across internal teams and client-facing processes. Client Engagement & Advocacy: - Serve as an executive point of escalation or advisor for Enterprise and Strategic clients. - Ensure consistent, proactive engagement strategies are implemented by teams to drive adoption, satisfaction, and loyalty. - Use client feedback, insights, and metrics to inform business decisions and advocate for client needs with internal stakeholders. Operational Excellence & Insights: - Define and report on success metrics including retention, expansion, product adoption, and portfolio health. - Standardize best practices, playbooks, and operational frameworks within your region or functional scope. - Monitor account health, risk trends, and success indicators to proactively mitigate churn and identify growth. Collaboration: - Collaborate with Sales, Product, Support, Marketing, and Services to align on shared goals and deliver a seamless client experience. - Represent the voice of the client in roadmap planning, service enhancements, and internal planning processes. - Partner with other Account Management leaders to ensure consistency and alignment across functions and regions. Minimum Qualifications (Knowledge, Skills, and 10+ years in Client Success, Account Management, or a related function within SaaS, enterprise software, or hospitality tech. - 5+ years in a senior leadership role, with proven experience leading other leaders and managing large portfolios or functions. - Demonstrated success owning Enterprise and Strategic client relationships and outcomes. - Experience overseeing regional operations or cross-functional programs that scale across teams. - Strong background in project/program management and operational excellence, with a background in the hospitality industry being a plus. Willingness to accommodate work schedules to support clients across different time zones in APAC. - Executive presence and strategic thinking with strong leadership and coaching abilities. - Excellent communication and relationship-building skills with internal and external stakeholders. - Robust project and program management skills with experience leading complex, high-impact initiatives. - Data-driven and analytical, with the ability to derive insights and drive action. - Adept at managing change, influencing cross-functional teams, and scaling operations. Technical Knowledge: - Proficiency in CRM and client success platforms (e.g., Salesforce, Planhat, Zendesk, JIRA). - Skilled in Microsoft Suite (Outlook, Teams, Excel, PowerPoint). - Familiarity with BI tools and client health analytics is a Bachelor’s degree in Business, Marketing, Hospitality, or related field; MBA or equivalent experience preferred. - Project Management certification (e.g., PMP, CSM) is a plus. Other: - Willingness and ability to travel as required for client and internal engagements. Work Schedule: Monday through Friday, accommodating work schedules to support clients across different time zones in the APAC region. This role will be working in hybrid mode and will require at least 1-2 days work from office at Gurugram or Hyderabad (ref: iimjobs.com)

Requirements

• Client Success
• Account Management
• Project Management

Qualifications

• 10+ years in Client Success or Account Management
• 5+ years in a senior leadership role

Preferred Technologies

• Client Success
• Account Management
• Project Management

About the company

Cendyn is a global leader in hospitality technology, enabling hotels to drive revenue growth, maximize profitability, and build meaningful guest relationships through a unified platform. Our solutions span CRM, digital marketing, revenue management, group sales, and distribution empowering hotel brands of all sizes to deliver exceptional service and achieve measurable business results.