Account Manager

cloudbedsthirdpartyboard; Austria; Remote; EUR 55,000 - 75,000; Full time

Job summary

Cloudbeds is hiring an Account Manager to join our Customer Success team. You will manage a portfolio of hospitality clients, driving value and retention in a fully remote role. You will act as the main client contact, guide customers through their journey, identify upsell opportunities and coordinate across internal teams to ensure success.

Fluency in English and German is required. You will build lasting relationships, understand customers' needs, and help them achieve their desired outcomes

Qualifications

• Define the customer's success outcomes and work with them to achieve them.
• Act as the main point of contact for Cloudbeds and help escalate urgent tickets.
• Identify upsell opportunities and reduce churn to drive net negative churn.
• Use a consultative approach to boost product engagement and account growth.
• Analyze customer data to improve utilization and engagement.

Responsibilities

• Define success outcomes with a portfolio of customers.
• Be the primary contact for Cloudbeds customers and coordinate support.
• Identify upsell opportunities to expand annual contract value (ACV).
• Guide customers through the journey, recommending best products.
• Gather feedback for future releases and stay updated on system changes.
• Partner with Sales, Support, Product, Marketing and Design as needed.
• Manage multiple accounts with attention to detail and timelines.

Skills

Communication skills

Relationship building

Stakeholder management

Presentations

Multitasking

Negotiation

English fluency

German fluency

Job description

What Makes Cloudbeds Unique

At Cloudbeds , we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started.

Location:

Remote

How You'𝗹𝗹 𝗠𝗮𝗸𝗲 𝗔𝗻 𝗜𝗺𝗽𝗮𝗰𝘁:

As an 𝗔𝗰𝗰𝗼𝘂𝗻𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗿, you will be part of the Customer Success team. AMs will be expected to actively manage a portfolio of customers with an estimated value of $500,000 - $1,000,000 USD with the goal of building strong customer relationships. Our AM Team is responsible for identifying upsell opportunities for ACV expansion and minimizing customer churn. AMs will act as the first point of contact for all things related to Cloudbeds. They are responsible for guiding clients through their customer journey while providing recommendations on how to best improve their business in order to achieve success. As an AM you will make the motto "more reservations, happier guests" a reality by providing strategic guidance to our customers around the world and helping them achieve their "Success Outcomes."

What You Bring to the Team:

• Define the 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 escalating urgent support tickets, amongst other things
• Achieve net dollar retention goals through identifying upsell opportunities and implementing proactive churn reduction strategies in order to help Cloudbeds obtain net negative churn
• Use a consultative approach to drive product engagement, customer "stickiness", and package growth
• Analyze customer data to improve customer utilization and engagement
• Manage customer escalations related to the strategic use of Cloudbeds software
• Seek to promote the value of the product and identify new opportunities to upsell additional services and products
• Review customer complaints and concerns and seek to improve all aspects of the customer experience
• Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best products for their needs.
• Gather client feedback and requirements for future releases of the software
• Use training materials to keep up-to-date with the latest system updates
• Act as a "strategic partner" to assigned portfolio of customers, utilizing hospitality industry knowledge to provide insight and recommendations to optimize product performance
• Understanding of the hospitality industry - continuously staying updated on industry trends, strategies, and best practices

What Sets You Up for Success:

• Exceptional ability to communicate and foster positive business relationships
• Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization
• Ability to clearly communicate & synthesize customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Support, Product, Marketing, Design).
• Proven ability to manage multiple projects at a time while paying 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
• Experience managing accounts within the European hospitality market is a significant plus, given the concentration of customers in this region
• Fluency in both English and German is required

Work Authorization

Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas.

What to Expect - Your Journey with Us

Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, an