Client Success Specialist - APAC

Our Mission: Why Lighthouse? 

At Lighthouse, we’re on a mission to revolutionize commercial strategy as hospitality’s most powerful AI platform. We take the world's largest hotel data network and transform it into real-time intelligence that drives action. We don't just deliver insights; we empower businesses to make decisions that move revenue. 

With $370M in Series C funding and over $100M in ARR, we are scaling at lightspeed. Our 850+ teammates across 35 countries aren't just building software—they are leveraging cutting-edge AI to help hoteliers be the first to act. Tens of thousands of hotels across 185 countries trust Lighthouse to execute their commercial strategy, including every one of the top 15 global chains and thousands of independent hotels that consistently outperform their markets. With Lighthouse AI, the intelligence gets deeper. Decisions get smarter. Actions get faster. We help hoteliers be first to act.

Lighthouse Values: Our guiding light

We are Lumineers. Our shared values keep us on a collaborative path fostering a cultural and customer centric environment

• Pursuit of greatness: We’re innovators who care deeply about our customers’ success. Our team brings their best work, stays curious, and delivers excellence through attention to detail
• Meaningful work matters: We make every moment count by knowing what to deliver, why it matters, and how it drives Lighthouse forward
• Elevate each other: We don’t just work together - we grow together. What unites us is understanding each other as people and working toward shared goals

We’re more than just a workplace – we’re a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry’s most exciting rocket-ship? 🚀

Job Details

• 💼 Growth Operations - Customer Operations
• 📍 Kuala Lumpur - Malaysia
• 🕜 Full-Time Remote)

What you will do

You will join as a Customer Success Specialist for the growing APAC region. You will be responsible for managing your own portfolio of mid-market clients, ensuring their success from implementation to renewal. You will act as a trusted advisor, helping our hospitality clients maximize the value of our platform and achieve their full revenue potential.

Where you will have impact

• You will manage a portfolio of clients in the APAC region, building strong, lasting relationships.
• You will lead the implementation process for new clients, ensuring a smooth transition and rapid adoption of our products.
• You will identify and execute upsell opportunities to drive revenue growth within your portfolio.
• You will focus on client retention, monitoring account health and proactively mitigating churn risks.
• You will act as the voice of the customer internally, collaborating with product and sales teams to enhance our offering.
• You will provide exceptional service, managing client requests and becoming an expert in our products.
• You will contribute to team efficiency by actively seeking ways to automate processes and apply new technologies like AI.

About our team

Our Customer Growth team is led by one of the founders of Lighthouse. Our team has two primary objectives: retain clients' business and grow those opportunities. They accomplish these objectives by learning what their clients' goals are and helping their clients achieve them. You will be part of our dynamic and growing Customer Success team for APAC. Our team has a strong hospitality background and understands the importance of delivering exceptional customer experiences.

What's in it for you?

• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• Collaborative team: High-bar, friendly, creative, and passionate colleagues.
• Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
• Impactful work: Shape products relied on by 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Referral bonuses: Earn rewards for bringing in new talent.

Who you are

Essential

• Demonstrable experience in the hospitality industry.
• Previous experience in a Customer Success, Account Management, or similar role in a SaaS environment.
• Ability to manage a client portfolio.
• Excellent communication, negotiation, and emotional intelligence skills.
• Resilience and a proactive mindset for problem-solving and overcoming obstacles.
• Residency in the APAC region to understand cultural market dynamics.
• Fluency in English, both spoken and written.
• A strong collaborative spirit and a desire to grow within a team.

Valued

• Proficiency in an Asian language, with a preference for Mandarin (Cantonese) or Japanese.
• Curiosity and interest in artificial intelligence and how it can improve efficiency and customer service.
• Previous experience working in a startup or fast-growing environment.

Diversity, equity, inclusion, and belonging

Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. Our commitment to equality is part of our culture. If you require reasonable accommodation at any point during the application or interview process, please notify your recruiter.

Not ticking every box? No problem! We value diverse backgrounds and unique skill sets, and we encourage individuals from all walks of life to apply. If your experience looks a little different from what we've described, but you're passionate about what we do and are a quick learner, we'd love to hear from you!

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