Account Manager

About SuiteOp
SuiteOp is a property operations platform built for the modern hospitality operator - managing smart devices, deploying next-gen guest experiences via web apps, and field teams across large portfolios. We integrate with everything from smart locks to payment processors, and serve operators running thousands of units across short-term rentals and boutique hotels.

We're a lean, seed-stage team ($3M+ raised) that ships like a company many times our size. The reason: we build with AI, not just for it. Claude Code, Cursor, and Copilot aren't afterthoughts here - they're core to how we work every day.

We're in the middle of a clean-room rebuild: migrating from a legacy no-code platform to a hand-crafted TypeScript monorepo. New database, new API layer, new dashboard, new mobile app - all being built from the ground up, right now. It's the most interesting moment to join.

Key Responsibilities

• Own a book of larger, strategic accounts post-onboarding - driving retention, expansion, and long-term value
• Lead the platform migration for your accounts: scope each customer's transition, build a 3-month migration plan, and own execution from kickoff through full go-live on the new platform
• Run regular business reviews, health checks, and strategy calls with customer stakeholders - from operators to executives
• Monitor usage and health signals across your book, proactively spotting risk and surfacing expansion opportunities before they become obvious
• Build deep product expertise across both the legacy platform and the new monorepo, and translate that into confident guidance for customers navigating the change
• Partner with Customer Success, Engineering, and Product to channel customer feedback into the roadmap - using Claude and our internal tooling to synthesize patterns across accounts, not just anecdotes
• Build account plans, migration trackers, and QBR decks faster and at higher quality by reaching for AI first - not as a finishing tool, but as the starting point
• Negotiate renewals and identify upsell paths into larger portfolios, additional modules, or expanded device counts
• Be the strategic point of contact your customers trust - the person who knows their operation, their goals, and where SuiteOp fits in both

Ideal Candidate

• Naturally great with people - you build trust fast and customers want you on their calls
• Think strategically: you can zoom out to a customer's business goals and zoom in on a specific config decision in the same conversation
• Thrive in fast-moving environments where the playbook is being written as you run it
• Comfortable owning a migration timeline and holding both customers and internal teams accountable to it
• Reach for AI tools first - you use Claude, Notion AI, or similar to draft, summarize, and systematize before doing anything manually
• Communicate clearly, directly, and proactively - with customers, with teammates, and especially when something is at risk
• Smart, curious, and the kind of junior hire who's already operating beyond their years

Required Skills & Experience

• 1-3 years in account management, customer success, consulting, or a strategic customer-facing role
• Track record of building strong customer relationships and managing multiple accounts at once
• Experience leading customer meetings, QBRs, or executive conversations
• Comfortable navigating change management - guiding customers through migrations, version upgrades, or major workflow shifts
• Familiarity with CRM/CS systems (HubSpot, Intercom, Notion, Zendesk, etc.)
• Comfortable using AI tools (Claude, ChatGPT, or similar) in your daily workflow - for account research, prepping for calls, drafting follow-ups, building migration plans, or summarizing customer signals
• Bonus: experience with platform migrations, implementations, or technical onboarding
• Bonus: experience at a startup
• Bonus: experience in hospitality, property management, or related industries

What Success Looks Like

• Your accounts complete the migration to the new platform on time, with minimal disruption, and end the transition more confident in SuiteOp than before
• Retention and net revenue retention across your book grow quarter over quarter
• Customers see you as a strategic partner - not a support contact - and bring you into decisions early
• You spot expansion opportunities and risks before they hit a dashboard, because you're close enough to your accounts to feel them
• Internal teams (CS, Product, Engineering) consistently get sharp, structured insights from your accounts - and you use AI to make that signal faster and clearer
• The account management motion at SuiteOp gets meaningfully better because you're here

Why Join Now

• Be a foundational member of the Account Management function and help define how we retain and grow our most important customers
• Own the customer side of a platform migration that will shape SuiteOp's next chapter
• Work with a product that customers truly love
• Use AI as a real force multiplier - we're not asking you to work harder, we're asking you to work smarter and build systems that scale beyond you
• Grow your responsibilities quickly - this is a rare early seat at a fast-moving startup
• If you love building real relationships with customers, thinking strategically about their business, and believe AI makes great operators unstoppable - we'd love to meet you

The salary range for this role is $70,000-$90,000 + equity. This is an in-person position in New York City.