🛠 Tech Stack

💼 About This Role

You'll lead and develop a team of Account Managers across NORAM, driving customer retention and growth for Cloudbeds' hospitality platform. Your coaching will guide the team to hit retention goals and solve complex customer challenges. This fully remote role lets you shape a high-performing team while staying connected to customer experience.

🎯 What You'll Do

• Lead, coach, and develop a team of Account Managers across NORAM
• Monitor team performance, KPIs, and customer health metrics
• Handle escalations and support AMs through complex customer situations
• Collaborate cross-functionally with Product, Partnerships, and Marketing

📋 Requirements

• 7+ years of experience in hospitality or hospitality technology
• 2+ years of experience leading and managing a customer success or account management team
• Deep understanding of hotel operations
• Strong analytical mindset with Salesforce and Zendesk proficiency

✨ Nice to Have

• Experience with SaaS platforms or hospitality technology (PMS, RMS, etc.)
• Familiarity with Salesforce, Zendesk, or similar CRM and support tools
• Prior people leadership role in hospitality technology or SaaS company

🎁 Benefits & Perks

• 🏖️ Remote First, Remote Always
• 🏖️ PTO in accordance with local labor requirements
• 🏖️ Monthly Wellness Fridays
• 🏖️ Full Paid Parental Leave
• 🏖️ Home office stipend

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min