Account Manager

The role

You will manage a portfolio of hotel customers, worth an estimated $500,000 to $1,000,000 USD, and act as their first point of contact for Cloudbeds. Your goal is to build strong customer relationships, find upsell opportunities and reduce churn.

What you will do

• Define each customer's success outcomes and work with them to achieve them
• Act as the main point of contact for all things related to Cloudbeds and help escalate urgent support tickets
• Achieve net dollar retention goals through upsell opportunities and proactive churn reduction
• Use a consultative approach to drive product engagement and package growth
• Analyze customer data to improve utilization and engagement
• Manage customer escalations related to strategic use of Cloudbeds software
• Review customer complaints and concerns and seek to improve the customer experience
• Gather client feedback and requirements for future software releases
• Act as a strategic partner to your portfolio, using hospitality industry knowledge to optimize product performance
• Stay updated on hospitality industry trends, strategies and best practices

Required qualifications

• Exceptional ability to communicate and foster positive business relationships
• Deep understanding of customers' concerns and the ability to troubleshoot as needed
• Ability to communicate, present and influence credibly at all levels of the organization
• Ability to synthesize customer details and communicate them to Sales, Support, Product, Marketing and Design
• Proven ability to manage multiple projects at a time with strict attention to detail
• Excellent listening, negotiation and presentation skills
• Self-motivated and able to thrive in a results-driven environment
• Natural relationship builder with integrity, reliability and maturity
• Thrives in hyper-growth work environments
• Excellent time and project management skills; always looking to improve inefficient processes
• Fluency in both English and German

Nice to have

• Experience managing accounts within the European hospitality market

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

Before you apply

• You must be currently authorized to work in the location of the position without visa sponsorship
• Cloudbeds is unable to provide sponsorship for work visas at this time
• Staffing and recruiting agencies are not authorized to submit applications; unsolicited agency submissions will not be accepted

About the company

Cloudbeds builds software that powers hotels in 150 countries, with a team of 650+ people across 40+ countries. The company has won several HotelTechAwards in 2026 and is recognized on Deloitte's Technology Fast 500.