North America
Remote
Mid Level
Full Time
about 1 month ago
remotehospitalitycustomer successaccount management
Requirements
- •3-5 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
- •Strong understanding of hotel operations, including revenue management, front desk workflows, reporting, and property management systems (PMS)
- •Experience in the North American hospitality market with strong knowledge of regional customer needs, expectations, and business practices
- •Exceptional communication skills with empathy, resilience, and passion for serving customers
- •Ability to learn technology platforms quickly and translate technical concepts into practical solutions for hoteliers
- •Ability to manage multiple customer accounts and projects simultaneously with strong organizational skills and proactive follow-through
- •Self-motivated and able to thrive in a remote, fast-paced, results-driven environment
What You'll Do
- •Manage a high-value portfolio of hotel customers across North America, serving as their primary point of contact for everything Cloudbeds-related
- •Build strong, trust-based relationships with key customer stakeholders through regular touchpoints, strategic business reviews, and proactive outreach
- •Act as a strategic advisor leveraging hospitality expertise to provide tailored recommendations that help customers optimize their operations and commercial performance
- •Identify and drive upsell opportunities while proactively implementing churn reduction strategies to support net dollar retention goals
- •Manage customer escalations, collaborate cross-functionally with Support, Sales, and Product teams, and ensure customer concerns are resolved efficiently
- •Analyze customer data and usage trends to improve product engagement and identify opportunities for deeper adoption
- •Capture and communicate customer feedback and requirements to internal teams to help shape the future of the platform
Nice to Have
- •Experience with SaaS platforms or hospitality technology (PMS, RMS, channel managers, or similar tools) as a user or in a customer-facing tech role
- •Familiarity with Salesforce or similar CRM tools
- •Experience working with hotel groups or multi-property portfolios
Benefits
- •Remote First, Remote Always
- •PTO in accordance with local labor requirements
- •Monthly Wellness Fridays - enjoy an extra long weekend every month
- •Full 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 Cloudbeds
Cloudbeds’ hospitality management platform enables hotels to grow revenue, streamline operations, and deliver memorable guest experiences.
San Diego, CA, US
500 - 1000
Hospitality