Account Manager

Job Title: Account Manager

What Makes Us Unique:

At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 – but we're just getting started. 

Location: Remote - NORAM 
How you'll make an Impact:

As an Account Manager you will be part of the Customer Success team. AMs will be expected to actively manage a portfolio of customers with an estimated value of  $1,000,000 USD to $2,000,000 USD, with the goal of building strong customer relationships. 

Joining the Cloudbeds AM Team:

Forget the stuffy corporate office—we are a completely remote global team of innovators and experts, with our AM crew holding down the fort across NORAM. Our team is the engine of customer success , and we are dedicated to transforming hospitality across 150 countries. We are not just order-takers; we are our clients' secret weapon and trusted advisor. You'll own a high-value portfolio and be directly responsible for crushing our Net Dollar Retention (NDR) goals. That means diving deep into data , spotting upsell opportunities, and keeping churn rates low.
Since we're remote, self-motivation and integrity are key. We are looking for those natural relationship builders who can translate customer needs into product reality, acting as the ultimate voice of the customer for our development teams. If you’re a meticulous, results-driven individual who can communicate and influence credibly at all levels, you'll fit right in!

What You Bring to the Team:

• Drive client value realization and adoption by defining, monitoring, and enabling the achievement of key business outcomes and strategic success metrics (time-to-value, ROI) for the customer's business.
• Serve as the primary strategic partner and trusted advisor for an assigned portfolio of clients, leveraging deep hospitality industry expertise to provide actionable insights, strategic recommendations, and best practices for optimizing product utilization and overall property performance.
• Achieve net dollar retention goals through identifying upsell opportunities and implementing proactive churn reduction strategies in order to help Cloudbeds obtain net negative churn
• Maintain expert-level knowledge of the Cloudbeds platform, its latest updates, and the competitive landscape, effectively guiding customers through questions, requests, and product roadmaps to ensure alignment with their evolving needs.
• Collect, document, and champion client feedback, use cases, and emerging requirements, acting as the voice of the customer to inform and prioritize future product development and service improvements.
• Conduct structured, value-focused performance review meetings and health check sessions (e.g., quarterly business reviews - QBRs) to articulate performance, report on achieved outcomes, showcase progress, and collaboratively plan the next phase of strategic engagement.

What Sets You Up for Success:

• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization
• Ability to translate and synthesize customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Support, Product, Marketing, Design).
• Proven ability to manage multiple projects at a time while paying strict attention to detail
• Excellent listening, negotiation, and presentation skills
• Self-motivated and able to thrive in a results-driven environment
• Natural relationship builder with integrity, reliability and maturity

Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $60-70K.

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