⚡ About D-edge
Have you ever booked a hotel online? Then you've probably used D-EDGE without knowing it.
🚀 Every day, we help more than 17,000 hotels worldwide develop their online visibility and sales through leading-edge cloud-based e-commerce solutions. As a subsidiary of the Accor group, D-EDGE simplifies the lives of independent hotels and hotel chains alike.
📊 D-EDGE is the European No.1 and World No.3 hotel distribution technology provider in hospitality. With a team of more than 500 experts located in over 20 countries, D-EDGE provides localized support, services, and tools. With its global network of 500+ partners, D-EDGE's ever-expanding ecosystem is a positive place to do business and grow.
At D-EDGE, we are driven by these 4 key values:
💜 We care about people #PEOPLEFIRST
📣 We dare to share #OPENCOMMUNICATION
🤗 We embrace change #ADAPTABILITY
🤝🏻 We go the extra mile #GOBEYOND
🎯 What You'll Do
D-EDGE is looking for a proactive and customer-focused Customer Success Manager to join our APAC team in Singapore.
The ideal candidate will be responsible for managing and growing a portfolio of hotel clients by ensuring successful product adoption, client satisfaction, operational excellence, and long-term retention. Acting as a trusted advisor post-sales, you will work closely with both decision-makers and operational teams to help clients maximize the value of D-EDGE solutions.
This role requires strong relationship management, project coordination, and problem-solving skills, as well as the ability to collaborate effectively with cross-functional teams in a fast-paced and international environment.
Product Adoption
- Work closely with hotel clients to optimise their distribution strategy and drive long-term growth.
- Drive adoption across the D-EDGE product suite through usage and adoption campaigns.
- Organise and conduct product demonstrations and training sessions when required.
- Coordinate client product upgrades and migration processes.
- Support clients in maximising the value and usage of D-EDGE solutions.
Operations & Project Management
- Guide clients through onboarding and implementation milestones in collaboration with the Implementation team.
- Coordinate internally with Product, Development, Client Services, and Support teams.
- Ensure support and incident communications are properly handled and provide relevant solutions.
- Define and maintain client technical setups through schematic diagrams and documentation.
- Manage client projects, including project scoping, planning, governance, and follow-up actions.
- Collect client feedback and collaborate with internal teams to drive continuous improvement.
- Develop service plans and strategies to ensure high-quality client service delivery.
- Collaborate with the Marketing team to support client testimonials, product ambassadors, referrals, and engagement initiatives.
Expansion
- Identify opportunities to enhance or expand product usage within existing accounts.
- Collaborate with Sales teams on upsell and cross-sell opportunities.
- Support commercial proposals for strategic accounts when required.
- Provide strategic recommendations based on client business needs.
- Contribute to revenue growth through customer retention and expansion initiatives.
Satisfaction
- Anticipate client challenges and proactively address potential risks within accounts.
- Analyse client needs and ensure alignment across internal stakeholders.
- Monitor key customer success KPIs including NPS, CSAT, product adoption, and engagement metrics.
- Develop and implement action plans to improve client satisfaction and engagement.
Retention
- Build strong long-term relationships with clients and act as a trusted advisor post-sales.
- Proactively manage account portfolios to drive retention and minimise churn risks.
- Lead regular client meetings including business reviews, performance reviews, and roadmap discussions.
- Analyse account performance and redefine strategies to support client success.
- Identify pain points and develop preventive action plans to ensure client satisfaction and loyalty.
🦸♂️ What You'll Bring
Experience & Technical Knowledge
- Solid experience in Customer Success, Consulting, Account Management, Project Management, or Client Services within a SaaS, hospitality technology, or hotel distribution environment.
- Strong understanding of the hospitality industry, hotel distribution, CRS/booking systems, API integrations, connectivity, and hotel technology ecosystems.
- Experience managing client projects involving multiple stakeholders.
- Familiarity with Salesforce CRM, Excel, PowerPoint, and project coordination tools.
- Experience working with hotel chains, independent hotels, or hospitality technology providers is highly valued.
- Fluent in English, both written and spoken.
Soft Skills
- Strong interpersonal and communication skills with the ability to build trust with both executive and operational stakeholders.
- Solution-oriented mindset with strong ownership and accountability.
- Excellent organisational and time management skills with the ability to manage multiple priorities independently.
- Strong collaboration skills and ability to work effectively across international and cross-functional teams.
- Agile, adaptable, and comfortable working in a fast-paced environment.
- Strong analytical and problem-solving capabilities.
- Customer-centric mindset with a passion for helping clients succeed.
💜 WHY YOU WILL LOVE US
By Joining Us, You'll Find More Than Just a Job — You'll Discover a Stimulating Environment, a Committed Team, And a Culture Driven By Innovation
🤝 A caring and inclusive culture: respect, transparency, and autonomy every day.
🚀 A strong product vision powered by dedicated R&D.
🌱 A real commitment to responsibility.
🌐 An international work environment: 45 nationalities, offices in 20+ countries.
📈 Genuine growth opportunities: Internal mobility, ongoing training, and tailored career paths.
D-EDGE is an equal-opportunity employer. We welcome all qualified candidates regardless of race, ethnicity, religion, gender, sexual orientation, age, disability, or any other legally protected status.
RECRUITMENT PROCESS
- Interview with HR Manager
- First Interview with VP Sales APAC
- Second Interview with Managing Director APAC
