Account Manager at Cloudbeds

Job description

What Makes Cloudbeds Unique At Cloudbeds , we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large 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 continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started. 𝗛𝗼𝘄 𝗬𝗼𝘂'𝗹𝗹 𝗠𝗮𝗸𝗲 𝗮𝗻 𝗜𝗺𝗽𝗮𝗰𝘁 As an 𝗔𝗰𝗰𝗼𝘂𝗻𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗿, you will be part of the Customer Success team. AMs will be expected to actively manage a portfolio of customers with an estimated value of $900,000 - $1,000,000 USD with the goal of building strong customer relationships. Our 𝗔𝗠 𝗧𝗲𝗮𝗺 is responsible for identifying upsell opportunities for ACV expansion and minimizing customer churn. AMs will act as the first point of contact for all things related to Cloudbeds. They are responsible for guiding clients through their customer journey while providing recommendations on how to best improve their business in order to achieve success. As an AM you will make the motto “more reservations, happier guests” a reality by providing strategic guidance to our customers around the world and helping them achieve their “Success Outcomes.” 𝗪𝗵𝗮𝘁 𝗬𝗼𝘂 𝗕𝗿𝗶𝗻𝗴 𝘁𝗼 𝘁𝗵𝗲 𝗧𝗲𝗮𝗺 Serve as the main point of contact for all Cloudbeds-related needs for your portfolio of LATAM customers, managing escalations and ensuring seamless customer experiences Achieve retention goals by building strong customer relationships, identifying upsell opportunities, and implementing proactive strategies to minimize churn Use a consultative approach rooted in hospitality expertise to drive product engagement, customer "stickiness," and portfolio growth through tailored recommendations Analyze customer data and usage patterns to improve platform utilization, identify at-risk accounts, and surface opportunities for customers to optimize their operations Coordinate with technical support teams on escalations, troubleshoot platform issues, and leverage your hospitality knowledge to solve complex customer challenges Gather and synthesize customer feedback, feature requests, and pain points to inform product roadmap and share insights across Sales, Product, and Marketing teams Develop deep product knowledge of the Cloudbeds platform and stay current on system updates to effectively train and guide customers 𝗪𝗵𝗮𝘁 𝗦𝗲𝘁𝘀 𝗬𝗼𝘂 𝗨𝗽 𝗳𝗼𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 Bring 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 LATAM hospitality market with deep 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 Speak Spanish fluently (native or professional proficiency) and are comfortable working LATAM business hours to serve customers across the region Show 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 𝗕𝗼𝗻𝘂𝘀 𝗦𝗸𝗶𝗹𝗹𝘀 𝘁𝗼 𝗦𝘁𝗮𝗻𝗱 𝗢𝘂𝘁 Experience with hospitality SaaS platforms or technology solutions (customer-facing roles in hospitality tech, implementation, onboarding, or customer success Portuguese language proficiency Familiarity with CRM platforms (Salesforce, HubSpot) and data analysis tools for tracking customer health and performance Work Authorization: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas. What to Expect - Your Journey with Us Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, 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 Cloudbeds Awards : Winner – Hotel Management Software | HotelTechAwards (2026) Overall 10 Best Places to Work | HotelTechAwards (2026) Overall Top 10 Hotelier's Choice | HotelTechAwards (2026) Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026) Most Loved Workplace® Certified (2024) Deloitte Technology Fast 500 (2024) Discover our Benefits: Remote First, Remote Always PTO in accordance with local labor requirements Fully 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 process. 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.

Requirements

Must-haves

What Makes Cloudbeds Unique
𝗪𝗵𝗮𝘁 𝗬𝗼𝘂 𝗕𝗿𝗶𝗻𝗴 𝘁𝗼 𝘁𝗵𝗲 𝗧𝗲𝗮𝗺
Serve as the main point of contact for all Cloudbeds-related needs for your portfolio of LATAM customers, managing escalations and ensuring seamless customer experiences
Achieve retention goals by building strong customer relationships, identifying upsell opportunities, and implementing proactive strategies to minimize churn
Use a consultative approach rooted in hospitality expertise to drive product engagement, customer "stickiness," and portfolio growth through tailored recommendations
Analyze customer data and usage patterns to improve platform utilization, identify at-risk accounts, and surface opportunities for customers to optimize their operations
Coordinate with technical support teams on escalations, troubleshoot platform issues, and leverage your hospitality knowledge to solve complex customer challenges
Gather and synthesize customer feedback, feature requests, and pain points to inform product roadmap and share insights across Sales, Product, and Marketing teams
Develop deep product knowledge of the Cloudbeds platform and stay current on system updates to effectively train and guide customers
𝗪𝗵𝗮𝘁 𝗦𝗲𝘁𝘀 𝗬𝗼𝘂 𝗨𝗽 𝗳𝗼𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀
Bring 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 LATAM hospitality market with deep 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
Speak Spanish fluently (native or professional proficiency) and are comfortable working LATAM business hours to serve customers across the region
Show 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
𝗕𝗼𝗻𝘂𝘀 𝗦𝗸𝗶𝗹𝗹𝘀 𝘁𝗼 𝗦𝘁𝗮𝗻𝗱 𝗢𝘂𝘁
Experience with hospitality SaaS platforms or technology solutions (customer-facing roles in hospitality tech, implementation, onboarding, or customer success
Portuguese language proficiency
Familiarity with CRM platforms (Salesforce, HubSpot) and data analysis tools for tracking customer health and performance
What to Expect - Your Journey with Us
Learn more online at cloudbeds.com
Winner – Hotel Management Software | HotelTechAwards (2026)

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aimachine learning

Platform: greenhouse
Effort: quick

Benefits

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Pto

Parental Leave

Professional Development