Account Manager at Cloudbeds

United Kingdom

What Makes Us Unique At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 but we're just getting started. How You'll Make an Impact: As an Account Manager on our NORAM team, you'll be the trusted partner that our most influential customers rely on to get the most out of Cloudbeds. You'll manage a high-value portfolio of hotel properties across North America, bringing deep hospitality expertise and a consultative approach to every interaction — from strategic business reviews to proactive account management. You'll help hoteliers make smarter decisions, optimize their operations, and grow their business, while playing a key role in driving retention and growth across one of our most important markets. Our AM Team is the engine of customer success and satisfaction, driving the value realization that fuels our global growth. We are a cohesive, yet diverse group operating as a completely remote global team within the NORAM region Given our remote structure, we value self-motivation and natural relationship builders who possess the integrity, reliability, and maturity needed to thrive in a results-driven environment. Success in this role demands exceptional communication skills to credibly present and influence at all organizational levels , and the proven ability to manage multiple high-priority projects with great attention to detail. What You Bring to the Team: Manage a high-value portfolio of hotel customers across North America, serving as their primary point of contact for everything Cloudbeds-related Build strong, trust-based relationships with key customer stakeholders through regular touchpoints, strategic business reviews, and proactive outreach Act as a strategic advisor — leveraging your hospitality expertise to provide tailored recommendations that help customers optimize their operations and commercial performance Identify and drive upsell opportunities while proactively implementing churn reduction strategies to support net dollar retention goals Manage customer escalations, collaborate cross-functionally with Support, Sales, and Product teams, and ensure customer concerns are resolved efficiently Analyze customer data and usage trends to improve product engagement and identify opportunities for deeper adoption Capture and communicate customer feedback and requirements to internal teams to help shape the future of the platform What Sets You Up for Success: Bring 3-5 years of hospitality industry experience in key operational roles such as Revenue Manager, Front Desk Manager, Operations Manager, or General Manager within hotels or hospitality properties Demonstrate strong understanding of hotel operations, including revenue management, front desk workflows, reporting, and property management systems (PMS) Possess experience in the North American hospitality market with strong knowledge of regional customer needs, expectations, and business practices Deliver exceptional communication with empathy, resilience, and a genuine passion for serving customers — even in challenging situations Demonstrate ability to learn technology platforms quickly and translate technical concepts into practical solutions for hoteliers Manage multiple customer accounts and projects simultaneously with strong organizational skills and proactive follow-through Self-motivated and able to thrive in a remote, fast-paced, results-driven environment Bonus Skills to Stand Out: Experience with SaaS platforms or hospitality technology (PMS, RMS, channel managers, or similar tools) — either as a user or in a customer-facing tech role Familiarity with Salesforce or similar CRM tools Experience working with hotel groups or multi-property portfolios #LI-AM1 #LI-REMOTE What to Expect - Your Journey with Us Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary. Learn more online at cloudbeds.com Company Awards to Check Out! Best All-In-One Hotel Management System | HotelTechAwards (2025) Overall 10 Best Places to Work | HotelTechAwards (2025) Most Loved Workplace® Certified (2024) Top 10 People’s Choice(2024) Deloitte Technology Fast 500 (2024) Discover our 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 Everyone is Welcome - A Culture of Inclusion 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. We encourage deaf, hard of hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at (858) 201-7832 or via email at accommodations@cloudbeds.com. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes. To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications. #LI-REMOTE