• Lead and manage a portfolio of high-value client accounts, ensuring performance against KPIs, client satisfaction, and long-term retention. • Serve as the senior point of contact for key clients, building strong relationships and providing strategic guidance. • Oversee and mentor account management teams, ensuring high-quality execution, team development, and operational efficiency. • Collaborate with executive leadership on overall business strategy, client growth opportunities, and new business initiatives. • Drive integrated marketing strategies across social media, influencer marketing, PR, paid media, partnerships, and experiential campaigns. • Ensure alignment across internal teams (social, PR, creative, influencer) to deliver cohesive and effective campaigns. • Monitor and analyze campaign performance, translating data into actionable insights and strategic recommendations. • Lead client communications, reporting, and presentations, ensuring clarity, transparency, and impact. • Oversee brand partnerships, collaborations, and event activations from concept through execution.

• Own the post-sale customer relationship for a defined portfolio of accounts, serving as the primary point of accountability for net revenue expansion, retention, and executive alignment • Build and sustain CxO-level relationships across supply chain, operations, finance, and IT, positioning GAINS as a strategic partner rather than a transactional vendor • Develop and execute account plans that map customer business objectives to GAINS platform capabilities, define expansion roadmaps, and document measurable value delivery milestones • Lead solution-based conversations with customers to surface new use cases, unmet needs, and strategic priorities that GAINS can address through expanded deployment or additional modules • Partner with Customer Success and Professional Services to ensure customers are progressing toward their KPIs and that value delivered is documented, quantified, and communicated at the executive level • Own the full commercial cycle for expansion opportunities within existing accounts, including deal structure, contract negotiation, and forecast management in Salesforce • Conduct regular executive business reviews (QBRs and EBRs) to communicate platform value, share industry benchmarks and supply chain trends, and introduce new capabilities aligned to customer priorities • Manage pipeline health and opportunity progression using MEDDIC, maintaining accurate forecasts and account documentation in Salesforce • Serve as the internal voice of the customer, providing structured feedback to Product, Customer Success, and Marketing on roadmap gaps, competitive dynamics, and evolving customer needs • Represent GAINS at customer sites, industry events, and GAINS Summit to deepen executive relationships and strengthen account presence

• Serve as the primary point of contact for assigned mid‑level accounts, maintaining consistent, organized communication with both clients and internal teams. • Lead routine client check-ins, project updates, and performance discussions, ensuring expectations are clear and met throughout each campaign. • Build trust with clients by providing strategic guidance, timely updates, and a proactive approach to identifying risks or opportunities. • Coordinate tasks, timelines, and deliverables across multiple campaigns simultaneously to ensure on‑time delivery and adherence to client expectations. • Gather all campaign assets, requirements, and creative inputs needed for campaign buildouts and updates. • Maintain detailed project plans and internal alignment across cross-functional teams to keep workstreams moving efficiently. • Support the full lifecycle of digital campaigns, implementation, onboarding, mid-flight changes, optimizations, and renewals. • Assist with intake and execution of campaign changes including targeting updates, creative swaps, landing page adjustments, and more. • Ensure campaigns are set up correctly and transitioned smoothly between phases. • Partner with sales, creative, content, and paid media teams to ensure seamless development of digital assets, ad copy, and paid media campaigns. • Facilitate collaboration between departments so that client goals and requirements are clearly understood and executed consistently. • Advocate for client needs while balancing internal workflows and capacity. • Conduct detailed QA on all campaign materials, including creative assets, ad copy, URLs, tracking tags, and platform setups, to ensure accuracy and alignment with client specifications. • Monitor account health, pacing, and performance trends; escalate issues or insights to internal teams and clients as needed. • Deliver reporting and performance summaries that highlight results, learnings, and recommended adjustments. • Drive Net Retention for your portfolio by managing renewals, identifying expansion opportunities, and presenting value-led recommendations. • Support proposal development and pricing conversations in partnership with Sales. • Maintain accurate revenue forecasting for your assigned accounts. • Input, organize, and maintain campaign data in the CRM, ensuring accuracy and completeness for internal teams. • Track campaign details, client requests, timelines, and milestones within internal systems.

Role Description As an Account Management Team Lead for NORAM, you'll be the coach, champion, and strategic backbone of a team of Account Managers dedicated to delivering exceptional customer outcomes across North America. You'll guide your team to build stronger customer relationships, hit retention goals, and grow their skills — all while staying closely connected to the customer experience yourself. This is a role for someone who gets energized by developing people, solving complex customer challenges, and helping a high-performing team operate at its best. What You Bring to the Team - 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. Qualifications - Bring 3+ 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 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. Bonus Skills to Stand Out (Optional) - 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. 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. Company Description Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process.