Hospitality Account Director — AI-Driven Growth

Milestone Inc.; Canada; Hybrid; CAD 180,000 - 240,000; Full time

Job summary

Milestone Inc. is seeking a Director of Account Management for the Hospitality vertical to own retention, expansion, and customer outcomes across strategic enterprise accounts. This senior role carries a personal book of business and may include a small number of direct reports as the team evolves.

The Director serves as the primary executive-facing partner and quarterback for their accounts. This is a revenue-adjacent role focused on GRR, NRR, churn reduction, and value realization, requiring

Qualifications

• Strong omnichannel search experience including technical SEO and schema.
• Hospitality experience with hotels, resorts or multi-location brands.
• Hands-on AI/MarTech with CDPs, CRMs, personalization and attribution.
• Data/analytics fluency for adoption, journey, retention, and search data.
• Proven enterprise account management with retention and expansion.

Responsibilities

• Own GRR, NRR, churn, expansion ARR, and cohort health for a strategic portfolio.
• Forecast a multi-million-dollar book and maintain accountability.
• Execute end-to-end lifecycle playbooks across onboarding, adoption, renewal, expansion.
• Maintain QBRs, executive business reviews, health scoring, churn reviews.
• Drive systematic expansion within accounts to grow ARR yearly.
• Build executive relationships and orchestrate cross-functional teams.

Skills

Omnichannel search

Hospitality vertical experience

AI/MarTech experience

Data and analytics

Account management

Tools

CDPs

CRMs

Personalization tooling

Attribution

Campaign orchestration

Job description

Milestone Inc. is seeking a Director of Account Management for the Hospitality vertical to own retention, expansion, and customer outcomes across strategic enterprise accounts. This senior role carries a personal book of business and may include a small number of direct reports as the team evolves.

The Director serves as the primary executive-facing partner and quarterback for their accounts. This is a revenue-adjacent role focused on GRR, NRR, churn reduction, and value realization, requiring