Cloudbeds - Account Management Team Lead

• Lead, coach, and develop a team of Account Managers across NORAM — setting clear goals, conducting regular 1:1s and performance reviews, and creating an environment where people grow and do their best work • Monitor and report on team performance, KPIs, and customer health metrics to senior leadership, surfacing trends, opportunities, and needs in a timely and structured way • Handle escalations and support AMs through complex customer situations, including renegotiations, exceptions, and high-stakes retention conversations • Drive a culture of continuous learning by keeping the team sharp on platform knowledge, hospitality industry trends, and consultative advisory best practices • Collaborate cross-functionally with Product, Partnerships, and Marketing during new product pilots, platform improvements, and integration launches • Analyze customer data and feedback to identify patterns and proactively surface initiatives that improve retention and reduce churn across the portfolio • Participate in cross-departmental team lead meetings to stay synchronized, share feedback, and represent your team's needs at a leadership level • What Sets You Up for Success: • Bring 7+ years of experience in hospitality or hospitality technology, with a strong foundation in hotel operations — ideally in roles such as Revenue Manager, Front Desk Manager, Operations Manager, or General Manager • Demonstrate 2+ years of experience leading and managing a team, proven experience leading and managing a customer success or account management team — setting goals, providing coaching, and fostering a collaborative remote culture • Possess a deep understanding of hotel operations and the ability to translate that knowledge into strategic advisory conversations with hotel customers • Deliver exceptional communication and interpersonal skills — able to present and influence credibly at all levels, from front-line conversations to senior leadership • Show strong analytical mindset — able to build and interpret reports in Salesforce and Zendesk to monitor team performance and identify at-risk accounts • Demonstrate strong problem-solving and conflict resolution skills with the ability to handle escalated customer situations professionally • Self-motivated and thrives in a fast-paced, results-driven remote environment with excellent time and project management skills • Experience with SaaS platforms or hospitality technology — PMS, RMS, channel managers, or similar — either as a user or in a customer-facing tech role • Familiarity with Salesforce, Zendesk, or similar CRM and support tools • Prior experience in a people leadership role within a hospitality technology or SaaS company • Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $83,000 - $123,000 USD. • 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: • 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)