Account Manager

Account Manager | NY, NY | $70,000-$90,000/year | Full-Time (on-site)

About the Company

Equal Access is partnering with a well-established, fast-growing technology company transforming operations within the hospitality and property management space. The organization supports large-scale short-term rental and boutique hospitality portfolios through a modern platform focused on smart automation, operational efficiency, and elevated guest experiences. Backed by strong investment and operating with a highly innovative, AI-driven culture, the company is currently rebuilding its core technology stack from the ground up, making this an exciting opportunity to join during a pivotal stage of growth and product evolution.

About the Role

We are seeking a strategic and customer-focused Account Manager to oversee a portfolio of key accounts while leading customers through a large-scale platform migration and product evolution. This role combines relationship management, change management, and operational strategy partnering closely with customers, Product, Engineering, and Customer Success teams to drive retention, expansion, and long-term success. The ideal candidate thrives in fast-paced startup environments, communicates proactively, and embraces AI tools to work smarter, faster, and more effectively.

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 earn your customers trust the person who knows their operation, their goals, and where the company fits in.

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

Why EqualAccess

EqualAccess partners with best-in-class organizations and supports candidates beyond placement. Every professional we place receives 3 months of post-hire coaching and career support, ensuring long-term success and growth.