Strategic Technical Account Manager

Strategic Technical Account Manager

Dallas-Fort Worth Metroplex

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 softwarethey 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.

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?

What You Will Do:

The Strategic Technical Account Manager owns a portfolio of high-value, Tier 1 accounts (>$50K ARR) under a high-touch, tiered engagement model. This role carries the Account Management core of relationship depth and portfolio ownership building and stewarding executive relationships while owning commercial outcomes across the account base. This efforts are paired with deep technical knowledge and AI-first fluency.

This role is the primary point of contact for strategic customers; building executive relationships, leading business reviews, owning renewals and expansion, and using daily to extract and demonstrate measurable ROI. AI-first proficiency is required, not preferred

Where You Will Have Impact:

Account Ownership & Strategic Planning

• Own and manage a portfolio of high-value Tier 1 accounts (>$50K ARR minimum)
• Lead development and execute strategic account plans that integrate technical and AI adoption roadmaps
• Conduct two - four business reviews annually per account, incorporating usage, adoption, and ROI data pulled directly from Lighthouse products (including Ernest), Salesforce, Looker, Gainsight, etc.
• Build strong relationships with key stakeholders and executive sponsors
• Deliver white-glove service and strategic guidance, backed by technical fluency in the product suite
• Partner with Product, Support, Implementation, and Sales to deliver customer success
• Own the renewal process end-to-end: pull and interpret usage metrics, adoption signals, and ROI indicators; ensure timely contract execution and retention
• Identify and drive expansion opportunities (upsell, cross-sell, multi-property deals), using technical engagement signals as commercial triggers
• Serve as the voice of the customer internally, advocating for client needs
• Track, report, and forecast account health and growth potential
• Provide escalation oversight and management for critical customer issues

AI Tools & Product Mastery (daily use required)

• Ernest / Revenue Agent: drive adoption at scale; monitor engagement across the portfolio; trigger outreach when accounts stop acting on recommendations; build milestone tracking into every renewal conversation
• Claude + Gemini: build decks, adoption plans, training materials, account summaries, and renewal packages - used daily, not occasionally
• Business Intelligence: walk customers through the data model, market code mapping, OTB vs. Actuals; diagnose why numbers look off
• Connect AI, Pricing, Performance and Direct Plans, and additional Lighthouse solutions: fluent enough to advise, troubleshoot common failure points, and translate data into strategy conversations
• Gainsight + Salesforce: maintain a complete account health view
• Intercom + Jira: review support history before every customer interaction

Adoption, Best Practices, Education & Technical Engagement

• Drive AI product adoption across the portfolio: build per-account adoption roadmaps, monitor milestones, run proactive outreach when adoption stalls
• Deliver structured best-practices and education sessions focused on platform utilization and AI workflow adoption
• Run periodic adoption health reviews to identify at-risk accounts and surface them before churn risk escalates
• Speak to integrations (PMS connections, data feeds, API configuration) at a level sufficient to answer questions, set expectations, and triage issues
• Collaborate with Customer Care and Engineering on complex product or data issues - own customer-facing communication while they drive resolution
• Monitor customer engagement, adoption, and satisfaction metrics

Who You Are:

Required

• 6+ years in strategic account management, technical account management, or enterprise customer success in a SaaS environment
• Proven experience building executive-level relationships and owning commercial outcomes - renewals, expansion, and retention
• AI-first proficiency: daily use of Claude, Gemini, or similar tools; treats a large portfolio as a systems problem, not just a skills problem
• Revenue management and business intelligence experience: comfortable navigating data models, OTB vs. Actuals, and adoption/usage metrics
• Strong understanding of hospitality technology - PMS systems, OTAs, channel managers, or revenue management workflows
• Ability to explain technical concepts clearly to non-technical audiences while building commercial instincts around adoption and retention
• Excellent communication and presentation skills; comfortable running executive-facing sessions independently

Preferred

• Experience in a commercial overlay or technical advisory role
• Familiarity with Lighthouse or comparable hospitality intelligence platforms
• Working knowledge of API and integration concepts sufficient to field integration-related questions
• Experience with Salesforce, Gainsight, or similar CRM/CS tooling

Mindset

• AI-obsessed: uses AI daily because it makes them 10x more effective
• Product-obsessed: understands the revenue manager's daily workflow at the property level
• Disciplined at scale: manages a large portfolio as a systems problem, not just a skills problem

About Our Team:

You'll join a global Revenue team of 150+ sales professionals across 24 countries. Our team works across the full Lighthouse product suite, helping hotels, chains, and hospitality groups achieve their commercial goals. It's a collaborative, high-energy environment with real opportunities for career growth and the chance to learn from experienced leaders as we continue to expand our market share.

What's in it for you:

• Flexible time off: Autonomy to manage your work-life balance.
• 401k matching: Up to 4%.
• Health insurance: Two Blue Cross Blue Shield plans with 99% company contribution to the base plan and 75% for dependents and spouses, plus $25/month to HSA.
• Vision and Dental Insurance: Dental Buy-up plan option, 50% company contributions to premiums for both employees, dependents and spouses for both.
• Employee Assistance Program: 100% confidential and free.
• Employer paid Short Term Disability + $50,000 Life Insurance
• Parental leave: 12 weeks of company paid primary caregiver leave, 3 weeks of company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan.
• Wellbeing