Manager, Account Management - NORAM

How You'll Make an Impact:

As an Manager of Account Management 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. 

Our AM Team is Our AM team is the engine of customer success at Cloudbeds — a diverse, completely remote group of relationship builders who are passionate about helping hoteliers thrive. We move fast, support each other, and hold ourselves to a high standard because we know the impact our work has on properties around the world. If you're someone who leads by example, brings out the best in the people around you, and never stops looking for ways to improve, you'll find your people here. 

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

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

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
  
  

Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $83,000 - $123,000 USD.

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