Account Manager

Lighthouse • Denver, CO

2d • Hybrid

About The Position

As an Account Manager, you will own a portfolio of approximately 80 mid-market, Tier 2 accounts valued at $20K–$150K ARR through a structured, proactive engagement model. You will serve as the primary point of contact, building durable, multi-threaded stakeholder relationships while owning renewals, retention, and expansion across your account base. You will combine strong product knowledge, commercial judgement, and technical fluency to drive measurable customer outcomes. AI-first proficiency is central to the role: you will use Claude, Gemini, internal AI-native tooling, and the Lighthouse product suite daily to work effectively at scale.

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.
• Ability to 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

• 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.

What This Job Offers

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