Account Manager

About the role

As an Account Manager on Cloudbeds’ Customer Success team, you will own a portfolio of LATAM hotel customers, guiding them through the Cloudbeds platform to maximise reservations, improve guest satisfaction and grow their business.

Key responsibilities

• Serve as the primary point of contact for a portfolio valued at $900k‑$1M USD, handling escalations and ensuring seamless experiences.
• Drive retention by building strong relationships, identifying upsell opportunities and implementing proactive churn‑reduction strategies.
• Use a consultative, hospitality‑focused approach to increase product engagement and “stickiness.”
• Analyse usage data to spot at‑risk accounts, recommend optimisation actions and surface expansion opportunities.
• Collaborate with technical support, sales, product and marketing teams to resolve issues, relay feedback and influence the product roadmap.
• Maintain deep knowledge of the Cloudbeds platform and stay current on updates to train and advise customers effectively.

Required profile

• 5+ years of experience in hospitality operations such as Revenue Manager, Front Desk Manager, Operations Manager or General Manager.
• Proven ability to manage high‑value customer portfolios and achieve retention targets.
• Strong analytical mindset with experience interpreting customer data to drive decisions.
• Excellent communication skills in English and Spanish (or Portuguese) for LATAM markets.

Required skills

What we offer

• Fully remote work environment with a global, innovative team.
• Opportunity to shape AI‑powered solutions for the hospitality industry.
• Competitive compensation and benefits aligned with market standards.