Account Manager

Lighthouse•Denver, CO

3d•$65,000 - $79,500•Hybrid

About The Position

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 software—they 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. Lighthouse Values: Our guiding light 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? 🚀

Requirements

5+ years of experience in account management, technical account management, or customer success within a SaaS environment.
Proven experience owning commercial outcomes—including renewals, expansion, and retention—across a multi-account portfolio.
AI-first and use Claude, Gemini, or similar tools daily to work with significantly greater effectiveness and treat a large portfolio as a systems problem.
Revenue management and business intelligence experience, with confidence navigating data models, OTB vs. Actuals, and adoption and usage metrics.
Understand hospitality technology, such as PMS systems, OTAs, channel managers, or revenue management workflows.
Can explain technical concepts clearly to non-technical audiences while applying commercial judgement to adoption and retention.
Excellent communication and presentation skills and are confident leading customer-facing sessions independently.
Strong prioritisation and time-management skills and can allocate attention across a large portfolio without defaulting to whichever account is loudest.
Experience with Salesforce, Gainsight, or similar CRM and customer success tools.
Product-obsessed and understand the revenue manager’s daily workflow at the property level.
Disciplined at scale and commercially proactive, treating adoption signals as inputs into renewal and expansion strategy.

Nice To Haves

Experience in a commercial overlay or technical advisory role is preferred.
Familiarity with Lighthouse or comparable hospitality intelligence platforms is preferred.
Working knowledge of API and integration concepts sufficient to field integration-related questions is preferred.
Experience building scaled or one-to-many customer programs is preferred.

Responsibilities

Build and execute account plans that integrate product and AI adoption roadmaps, prioritised by revenue at risk and expansion potential.
Conduct two business reviews annually per account, incorporating usage, adoption, and ROI data from Lighthouse products—including Ernest—as well as Salesforce, Looker, Gainsight, and other relevant tools.
Build strong relationships with day-to-day users, commercial leaders, and economic buyers, ensuring no account depends on a single relationship.
Own the renewal process end to end: interpret usage metrics, adoption signals, and ROI indicators, and ensure timely contract execution and retention.
Identify and drive expansion opportunities—including upsell, cross-sell, and multi-property deals—using product engagement signals as commercial triggers.
Drive AI product adoption by building per-account adoption roadmaps, monitoring milestones, and initiating proactive outreach when adoption stalls.
Deliver structured best-practice and education sessions focused on platform utilisation and AI workflow adoption, including one-to-many webinars and group training where scale demands it.
Run periodic adoption health reviews to identify at-risk accounts before churn risk escalates.
Develop fluency across Ernest, Connect AI, Pricing, Performance and Direct Plans, and additional Lighthouse solutions to advise customers, troubleshoot common failure points, and translate data into strategic conversations.
Guide customers through the data model, market code mapping, and OTB vs. Actuals, and diagnose why numbers may look incorrect.
Discuss integrations—including PMS connections, data feeds, and API configuration—at a level sufficient to answer questions, set expectations, and triage issues.
Partner with Product, Support, Implementation, Sales, Customer Care, and Engineering to deliver customer success and resolve complex product or data escalations.
Maintain a complete and current view of account health in Gainsight and Salesforce, and review support history in Intercom and Jira before customer interactions.
Track, report, and forecast account health, adoption, retention, and growth potential.
Serve as the voice of the customer internally and advocate for client needs.
Work at scale by building repeatable plays, templates, and outreach motions rather than relying on bespoke handling for every account.
Deliver against key measures including NRR, GRR, expansion revenue, renewal rate and timeliness, business review completion, Customer Health Score, NPS, product adoption, milestone completion, and portfolio coverage.

Benefits

Competitive compensation: Proactively maintained to value your work.
Flexible working environment: Work from home or at one of our global offices.
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 support: Subsidized up to 80% ClassPass subscription.
Referral bonus: Earn rewards for bringing in new talent.