Cloudbeds is a quickly growing Software-as-a-Service (SaaS) company that provides exceptional software to the hospitality industry. Thousands of hotels, groups,
Account Management Team Lead
Location
Northern America
Posted
18 days ago
Salary
0
Seniority
Lead
Job Description
Account Management Team Lead
Cloudbeds
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 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 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.
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