Account Manager

What Makes Cloudbeds 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 Fast500 again in 2024, but we're just getting started. 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 $900,000 - $1,000,000 USD with the goal of building strong customer relationships. Our AM Team is responsible for identifying upsell opportunities for ACV expansion and minimizing customer churn. AMs will act as the first point of contact for all things related to Cloudbeds. They are responsible for guiding clients through their customer journey while providing recommendations on how to best improve their business in order to achieve success. As an AM you will make the motto “more reservations, happier guests” a reality by providing strategic guidance to our customers around the world and helping them achieve their “Success Outcomes.” What You Bring to the Team Serve as the main point of contact for all Cloudbeds-related needs for your portfolio of LATAM customers, managing escalations and ensuring seamless customer experiences Achieve retention goals by building strong customer relationships, identifying upsell opportunities, and implementing proactive strategies to minimize churn Use a consultative approach rooted in hospitality expertise to drive product engagement, customer “stickiness,” and portfolio growth through tailored recommendations Analyze customer data and usage patterns to improve platform utilization, identify at‑risk accounts, and surface opportunities for customers to optimize their operations Coordinate with technical support teams on escalations, troubleshoot platform issues, and leverage your hospitality knowledge to solve complex customer challenges Gather and synthesize customer feedback, feature requests, and pain points to inform product roadmap and share insights across Sales, Product, and Marketing teams Develop deep product knowledge of the Cloudbeds platform and stay current on system updates to effectively train and guide customers What Sets You Up for Success Bring 5+ years of hospitality industry experience in key operational roles such as Revenue Manager, Front Desk Manager, Operations Manager, or General Manager within hotels or hospitality properties Demonstrate strong understanding of hotel operations, including revenue management, front desk workflows, reporting, and property management systems (PMS) Possess experience in the LATAM hospitality market with deep knowledge of regional customer needs, expectations, and business practices Deliver exceptional communication with empathy, resilience, and a genuine passion for serving customers—even in challenging situations Speak Spanish fluently (native or professional proficiency) and are comfortable working LATAM business hours to serve customers across the region Show ability to learn technology platforms quickly and translate technical concepts into practical solutions for hoteliers Manage multiple customer accounts and projects simultaneously with strong organizational skills and proactive follow‑through Bonus Skills to Stand Out Experience with hospitality SaaS platforms or technology solutions (customer-facing roles in hospitality tech, implementation, onboarding, or customer success Familiarity with CRM platforms (Salesforce, HubSpot) and data analysis tools for tracking customer health and performance What to Expect – Your Journey with Us Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+countries, bringing together elite engineers, AI architects, world‑class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary. Overall 10 Best Places to Work | HotelTechAwards (2025) Top10 People’s Choice (2024) Remote First, Remote Always PTO in accordance with local labor requirements Monthly Wellness Fridays – enjoy an extra-long weekend every month Fully Paid Parental Leave Home office stipend based on country of residency Professional development courses in Cloudbeds University Access to professional development, including manager training, upskilling and knowledge transfer Everyone is Welcome – A Culture of Inclusion Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard‑of‑hearing, deaf‑blind, and deaf‑disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at View phone number on click.appcast.io or via email at View email address on click.appcast.io . Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes. Equal Employment Opportunity Information For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. We do not discriminate on the basis of any protected group status under any applicable law. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process. How would you describe your gender identity? *Select... How would you describe your racial/ethnic background? *Select... Do you have a disability or chronic condition (physical, visual, auditory, cognitive, mental, emotional, or other) that limits one or more of your major life activities, including mobility, communication (seeing, hearing, speaking), and learning? *Select... #J-18808-Ljbffr