Account Manager

Third-Party Job Posts • Florida, United States, FL

3d • Remote

About The Position

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.

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.

Requirements

• 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
• Strong understanding of hotel operations, including revenue management, front desk workflows, reporting, and property management systems (PMS)
• Experience in the North American hospitality market with strong knowledge of regional customer needs, expectations, and business practices
• Exceptional communication with empathy, resilience, and a genuine passion for serving customers — even in challenging situations
• 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

Nice To Haves

• 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

Responsibilities

• 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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed