Account Management Team Lead - NORAM

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. How You'll Make an Impact: As an Account Management Team Lead for NORAM, you'll be the coach, champion, and strategic backbone of a team of Account Managers dedicated to delivering exceptional customer outcomes across North America. You'll guide your team to build stronger customer relationships, hit retention goals, and grow their skills — all while staying closely connected to the customer experience yourself. This is a role for someone who gets energized by developing people, solving complex customer challenges, and helping a high-performing team operate at its best. Our AM Team is the engine of customer success at Cloudbeds — a diverse, completely remote group of relationship builders who are passionate about helping hoteliers thrive. We move fast, support each other, and hold ourselves to a high standard because we know the impact our work has on properties around the world. If you're someone who leads by example, brings out the best in the people around you, and never stops looking for ways to improve, you'll find your people here. What You Bring to the Team: Lead, coach, and develop a team of Account Managers across NORAM — setting clear goals, conducting regular 1:1s and performance reviews, and creating an environment where people grow and do their best work Monitor and report on team performance, KPIs, and customer health metrics to senior leadership, surfacing trends, opportunities, and needs in a timely and structured way Handle escalations and support AMs through complex customer situations, including renegotiations, exceptions, and high‑stakes retention conversations Drive a culture of continuous learning by keeping the team sharp on platform knowledge, hospitality industry trends, and consultative advisory best practices Collaborate cross‑functionally with Product, Partnerships, and Marketing during new product pilots, platform improvements, and integration launches Analyze customer data and feedback to identify patterns and proactively surface initiatives that improve retention and reduce churn across the portfolio Participate in cross‑departmental team lead meetings to stay synchronized, share feedback, and represent your team's needs at a leadership level What Sets You Up for Success: Bring 3+ years of experience in hospitality or hospitality technology, with a strong foundation in hotel operations — ideally in roles such as Revenue Manager, Front Desk Manager, Operations Manager, or General Manager Demonstrate 2+ years of experience leading and managing a team proven experience leading and managing a customer success or account management team — setting goals, providing coaching, and fostering a collaborative remote culture Possess deep understanding of hotel operations and the ability to translate that knowledge into strategic advisory conversations with hotel customers Deliver exceptional communication and interpersonal skills — able to present and influence credibly at all levels from front‑line conversations to senior leadership Show strong analytical mindset — able to build and interpret reports in Salesforce and Zendesk to monitor team performance and identify at‑risk accounts Demonstrate strong problem‑solving and conflict resolution skills with the ability to handle escalated customer situations professionally Self‑motivated and thrives in a fast‑paced, results‑driven remote environment with excellent time and project management skills Bonus Skills to Stand Out (Optional): Experience with SaaS platforms or hospitality technology — PMS, RMS, channel managers, or similar — either as a user or in a customer‑facing tech role Familiarity with Salesforce, Zendesk, or similar CRM and support tools Prior experience in a people leadership role within a hospitality technology or SaaS company 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. Discover our Benefits: Remote First, Remote Always PTO in accordance with local labor requirements Monthly Wellness Fridays – enjoy an extra long weekend every month Full 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. 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. #J-18808-Ljbffr