Account Management Team Lead - NORAM
New
C
CloudbedsHospitality
North AmericaFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 7+ years of experience in hospitality or hospitality technology, with a strong foundation in hotel operations; 2+ years of experience leading and managing a team
- Required Skills
- LeadershipSalesforceProblem SolvingCoachingAccount ManagementCRMCustomer SuccessSaaSZendesk
Requirements
- 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
- 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
Responsibilities
- 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
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