⚡ 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

1. Interview with HR Manager

2. First Interview with VP Sales APAC

3. Second Interview with Managing Director APAC