North America
Remote
Senior
Full Time
about 1 month ago
remoteteam leadcustomer successhospitalitySaaS
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 customer success or account management team
- •Deep understanding of hotel operations and ability to translate that knowledge into strategic advisory conversations
- •Exceptional communication and interpersonal skills
- •Strong analytical mindset with ability to build and interpret reports in Salesforce and Zendesk
- •Strong problem-solving and conflict resolution skills
- •Self-motivated and thrives in a fast-paced, results-driven remote environment with excellent time and project management skills
What You'll Do
- •Lead, coach, and develop a team of Account Managers across NORAM
- •Set clear goals, conduct regular 1:1s and performance reviews
- •Create an environment where people grow and do their best work
- •Monitor and report on team performance, KPIs, and customer health metrics to senior leadership
- •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
- •Participate in cross-departmental team lead meetings to stay synchronized, share feedback, and represent your team's needs at a leadership level
Nice to Have
- •Experience with SaaS platforms or hospitality technology such as PMS, RMS, channel managers
- •Familiarity with Salesforce, Zendesk, or similar CRM and support tools
- •Prior experience in a people leadership role within a hospitality technology or SaaS company
Benefits
- •Remote First, Remote Always
- •PTO in accordance with local labor requirements
- •Monthly Wellness Fridays - 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