Account Manager - Remote

About the role

Cloudbeds, a remote-first hotel management software company, is hiring an Account Manager for its Customer Success team. You will manage a portfolio of customers worth about $500,000-$1,000,000 USD, acting as the first point of contact and guiding clients through their journey so they can achieve better results.

Key responsibilities

• Define each customer's success outcomes and work with them to achieve them
• Identify upsell opportunities and implement proactive churn-reduction strategies to reach net dollar retention goals
• Escalate urgent support tickets and manage customer escalations
• Use a consultative approach to drive product engagement, stickiness and package growth
• Analyze customer data to improve utilization and engagement
• Review complaints and gather client feedback and requirements for future software releases
• Keep up to date with system updates using training materials and stay current on hospitality industry trends
• Communicate customer needs and feedback internally to Sales, Support, Product, Marketing and Design

Required profile

• Fluency in both English and German
• Currently authorized to work in the location of the position without visa sponsorship
• Experience managing accounts in the European hospitality market is a significant plus
• Strong communication, negotiation, presentation and listening skills, and ability to manage several projects at once

What we offer

• Remote-first, remote always
• PTO according to local labor requirements
• Fully paid parental leave
• Home office stipend based on country of residency
• Professional development courses and manager training