Account Management Team Lead - NORAM

About the Position

Account Management Team Lead - NORAM

North America

At Cloudbeds, we're transforming hospitality with our intelligently designed platform that powers properties across 150 countries, processing billions in bookings annually. We help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. We're a completely remote team, and we're looking for a Account Management Team Lead for NORAM to join our innovative and dynamic team.

Responsibilities

• Lead, coach, and develop a team of Account Managers across NORAM - setting clear goals, conducting regular 1:1s and performance reviews, and creating an environment where people grow and do their best work
• Monitor and report on team performance, KPIs, and customer health metrics to senior leadership, surfacing trends, opportunities, and needs in a timely and structured way
• Handle escalations and support AMs through complex customer situations, including renegotiations, exceptions, and high-stakes retention conversations
• Drive a culture of continuous learning by keeping the team sharp on platform knowledge, hospitality industry trends, and consultative advisory best practices
• Collaborate cross-functionally with Product, Partnerships, and Marketing during new product pilots, platform improvements, and integration launches
• Analyze customer data and feedback to identify patterns and proactively surface initiatives that improve retention and reduce churn across the portfolio
• Participate in cross-departmental team lead meetings to stay synchronized, share feedback, and represent your team's needs at a leadership level

Requirements

• 7+ years of experience in hospitality or hospitality technology, with a strong foundation in hotel operations
• 2+ years of experience leading and managing a team, proven experience leading and managing a customer success or account management team
• Deep understanding of hotel operations and the ability to translate that knowledge into strategic advisory conversations with hotel customers
• Exceptional communication and interpersonal skills - able to present and influence credibly at all levels
• Strong analytical mindset - able to build and interpret reports in Salesforce and Zendesk to monitor team performance and identify at-risk accounts
• Strong problem-solving and conflict resolution skills with the ability to handle escalated customer situations professionally
• Self-motivated and thrives in a fast-paced, results-driven remote environment with excellent time and project management skills

Nice to Have

• Experience with SaaS platforms or hospitality technology - PMS, RMS, channel managers, or similar
• Familiarity with Salesforce, Zendesk, or similar CRM and support tools
• Prior experience in a people leadership role within a hospitality technology or SaaS company

We Offer

• Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $83,000 - $123,000 USD.
• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays - enjoy an extra-long weekend every month
• 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

About the Company

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.

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, 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 [email protected]. 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.