C
Account Manager
Contract type
Ongoing
Work mode
Remote
Experience
3 years
Job description
Account Manager on the Customer Success team, responsible for managing a portfolio of Cloudbeds customers worth an estimated $500,000 - $1,000,000 USD, building strong relationships, identifying upsell opportunities for ACV expansion and minimizing customer churn.
At a glance
- Employment
- Full-time
- Work mode
- Remote
What you'll do
- Define the customer's "success outcomes" and work with them to achieve them
- Act as the main point of contact for all things related to Cloudbeds and help escalate urgent support tickets, amongst other things
- Achieve net dollar retention goals through identifying upsell opportunities and implementing proactive churn reduction strategies in order to help Cloudbeds obtain net negative churn
- Use a consultative approach to drive product engagement, customer "stickiness", and package growth
- Analyze customer data to improve customer utilization and engagement
- Manage customer escalations related to the strategic use of Cloudbeds software
- Seek to promote the value of the product and identify new opportunities to upsell additional services and products
- Review customer complaints and concerns and seek to improve all aspects of the customer experience
- Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best products for their needs
- Gather client feedback and requirements for future releases of the software
- Use training materials to keep up-to-date with the latest system updates
- Act as a "strategic partner" to assigned portfolio of customers, utilizing hospitality industry knowledge to provide insight and recommendations to optimize product performance
- Understanding of the hospitality industry - continuously staying updated on industry trends, strategies, and best practices
What we're looking for
- Exceptional ability to communicate and foster positive business relationships
- Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
- Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization
- Ability to clearly communicate & synthesize customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Support, Product, Marketing, Design)
- Proven ability to manage multiple projects at a time while paying strict attention to detail
- Excellent listening, negotiation, and presentation skills
- Self-motivated and able to thrive in a results-driven environment
- Natural relationship builder with integrity, reliability, and maturity
- Thrives in hyper-growth work environments
- Excellent time and project management skills; always looking to improve inefficient processes
Nice to have
- Experience managing accounts within the European hospitality market is a significant plus, given the concentration of customers in this region
Your team
Customer Success
The AM Team is responsible for identifying upsell opportunities for ACV expansion and minimizing customer churn.
Benefits
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- Monthly Wellness Fridays - enjoy an extra-long weekend every month
- Fully 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
Apply
About Cloudbeds
The World's Best Hotel PMS Solutions Provider
Cloudbeds' 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.
Mission
We're not just building software, we're transforming hospitality.
Key facts
- 650+ employees
- 2012
- Hospitality technology / hotel management software
- Platform powers properties across 150 countries
- Processes billions in bookings annually
- Integrates with hundreds of partners
- Team across 40+ countries speaking 30+ languages
- Landed on Deloitte's Technology Fast 500 in 2024
- Best All-In-One Hotel Management System | HotelTechAwards (2025)
- Overall 10 Best Places to Work | HotelTechAwards (2025)
- Most Loved Workplace® Certified (2024)
- Top 10 People's Choice (2024)
What they value
- Remote First, Remote Always
- Everyone is Welcome - A Culture of Inclusion