Cloudbeds - Account Manager

• Serve as the main point of contact for all Cloudbeds-related needs for your portfolio of LATAM customers, managing escalations and ensuring seamless customer experiences • Achieve retention goals by building strong customer relationships, identifying upsell opportunities, and implementing proactive strategies to minimize churn • Use a consultative approach rooted in hospitality expertise to drive product engagement, customer "stickiness," and portfolio growth through tailored recommendations • Analyze customer data and usage patterns to improve platform utilization, identify at-risk accounts, and surface opportunities for customers to optimize their operations • Coordinate with technical support teams on escalations, troubleshoot platform issues, and leverage your hospitality knowledge to solve complex customer challenges • Gather and synthesize customer feedback, feature requests, and pain points to inform product roadmap and share insights across Sales, Product, and Marketing teams • Develop deep product knowledge of the Cloudbeds platform and stay current on system updates to effectively train and guide customers • What Sets You Up for Success: • Bring 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 • Demonstrate strong understanding of hotel operations, including revenue management, front desk workflows, reporting, and property management systems (PMS) • Possess experience in the LATAM hospitality market with deep knowledge of regional customer needs, expectations, and business practices • Deliver exceptional communication with empathy, resilience, and a genuine passion for serving customers—even in challenging situations • Speak Spanish fluently (native or professional proficiency) and are comfortable working LATAM business hours to serve customers across the region • Show 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 • Experience with hospitality SaaS platforms or technology solutions (customer-facing roles in hospitality tech, implementation, onboarding, or customer success) • Portuguese language proficiency • Familiarity with CRM platforms (Salesforce, HubSpot) and data analysis tools for tracking customer health and performance • What to Expect - Your Journey with Us • Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary. • Learn more online at cloudbeds.com • Company Awards to Check Out! • 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) • Deloitte Technology Fast 500 (2024)