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Cloudbeds · 11 hours ago

Account Manager

United States

Full-time

Remote

Mid Level

$60K/yr - $70K/yr

Cloudbeds is a company transforming the hospitality industry with their innovative software platform. The Account Manager will be responsible for managing a portfolio of high-value customers, driving client value realization, and achieving net dollar retention goals through strategic partnerships and upsell opportunities.

Enterprise SoftwareHospitalityHotelSaaSSoftware

Growth Opportunities

Hiring Manager

Ashley Maxwell, CIR

Responsibilities

Drive client value realization and adoption by defining, monitoring, and enabling the achievement of key business outcomes and strategic success metrics (time-to-value, ROI) for the customer's business

Serve as the primary strategic partner and trusted advisor for an assigned portfolio of clients, leveraging deep hospitality industry expertise to provide actionable insights, strategic recommendations, and best practices for optimizing product utilization and overall property performance

Achieve net dollar retention goals through identifying upsell opportunities and implementing proactive churn reduction strategies in order to help Cloudbeds obtain net negative churn

Maintain expert-level knowledge of the Cloudbeds platform, its latest updates, and the competitive landscape, effectively guiding customers through questions, requests, and product roadmaps to ensure alignment with their evolving needs

Collect, document, and champion client feedback, use cases, and emerging requirements, acting as the voice of the customer to inform and prioritize future product development and service improvements

Conduct structured, value-focused performance review meetings and health check sessions (e.g., quarterly business reviews - QBRs) to articulate performance, report on achieved outcomes, showcase progress, and collaboratively plan the next phase of strategic engagement

Qualification

Customer relationship managementHospitality industry expertiseData analysisCloudbeds platform knowledgeProject managementCommunication skillsNegotiation skillsPresentation skillsSelf-motivationRelationship building

Required

Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization

Ability to translate and synthesize customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Support, Product, Marketing, Design)

Proven ability to manage multiple projects at a time while paying strict attention to detail

Excellent listening, negotiation, and presentation skills

Self-motivated and able to thrive in a results-driven environment

Natural relationship builder with integrity, reliability and maturity