Account Manager

Account Manager

As an Account Manager on our NORAM team, you'll be the trusted partner that our most influential customers rely on to get the most out of Cloudbeds. You'll manage a high-value portfolio of hotel properties across North America, bringing deep hospitality expertise and a consultative approach to every interaction from strategic business reviews to proactive account management. You'll help hoteliers make smarter decisions, optimize their operations, and grow their business, while playing a key role in driving retention and growth across one of our most important markets.

Our AM Team is the engine of customer success and satisfaction, driving the value realization that fuels our global growth. We are a cohesive, yet diverse group operating as a completely remote global team within the NORAM region Given our remote structure, we value self-motivation and natural relationship builders who possess the integrity, reliability, and maturity needed to thrive in a results-driven environment. Success in this role demands exceptional communication skills to credibly present and influence at all organizational levels, and the proven ability to manage multiple high-priority projects with great attention to detail.

What You Bring to the Team:

• Manage a high-value portfolio of hotel customers across North America, serving as their primary point of contact for everything Cloudbeds-related
• Build strong, trust-based relationships with key customer stakeholders through regular touchpoints, strategic business reviews, and proactive outreach
• Act as a strategic advisor leveraging your hospitality expertise to provide tailored recommendations that help customers optimize their operations and commercial performance
• Identify and drive upsell opportunities while proactively implementing churn reduction strategies to support net dollar retention goals
• Manage customer escalations, collaborate cross-functionally with Support, Sales, and Product teams, and ensure customer concerns are resolved efficiently
• Analyze customer data and usage trends to improve product engagement and identify opportunities for deeper adoption
• Capture and communicate customer feedback and requirements to internal teams to help shape the future of the platform

What Sets You Up for Success:

• Bring 3-5 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 North American hospitality market with strong 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
• Demonstrate 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
• Self-motivated and able to thrive in a remote, fast-paced, results-driven environment

Bonus Skills to Stand Out:

• Experience with SaaS platforms or hospitality technology (PMS, RMS, channel managers, or similar tools) either as a user or in a customer-facing tech role
• Familiarity with Salesforce or similar CRM tools
• Experience working with hotel groups or multi-property portfolios

Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $62,000- $89,000.

Softbank Investment Advisers