Account Manager

Cloudbeds; United States; À distance; USD 90 000 - 1 000 000; Plein temps

Avantages offerts par ce poste

Remote-first culture

Home office stipend

Parental leave

Professional development

Résumé du poste

Cloudbeds is seeking an experienced Account Manager to manage a LATAM portfolio in a fully remote role. You will act as the primary liaison for customers, drive retention, and identify upsell opportunities to expand annual contract value while guiding clients through their journey with Cloudbeds.

Fluency in Spanish and deep hospitality knowledge are essential. You will analyze usage data, coordinate with support, and contribute to product feedback across Sales, Product, and Marketing to optimize

Qualifications

• 5+ years in hospitality ops or related customer-facing roles.
• Experience managing enterprise accounts or portfolios.
• Strong ability to translate tech concepts for hoteliers.

Responsabilités

• Serve as the main point of contact for LATAM customers; manage escalations for a multi-million portfolio.
• Drive retention with proactive engagement and identify upsell opportunities.
• Advise on platform usage, product adoption, and operational improvement for hoteliers.

Connaissances

Spanish fluency

LATAM market knowledge

Hospitality experience

Consultative selling

Customer success / account management

CRM (Salesforce/HubSpot)

Data analysis

Communication skills

Outils

Salesforce

HubSpot

PMS (Hospitality)

Description du poste

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.

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 $900,000 - $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.”

• Serve as the main point of contact for all Cloudbeds-related needs for your portfolio of LATAM customers, managing escalations and ensuring seamless customer experiences
• Achieve retention goals by building strong customer relationships, identifying upsell opportunities, and implementing proactive strategies to minimize churn
• Use a consultative approach rooted in hospitality expertise to drive product engagement, customer "stickiness," and portfolio growth through tailored recommendations
• Analyze customer data and usage patterns to improve platform utilization, identify at‑risk accounts, and surface opportunities for customers to optimize their operations
• Coordinate with technical support teams on escalations, troubleshoot platform issues, and leverage your hospitality knowledge to solve complex customer challenges
• Gather and synthesize customer feedback, feature requests, and pain points to inform product roadmap and share insights across Sales, Product, and Marketing teams
• Develop deep product knowledge of the Cloudbeds platform and stay current on system updates to effectively train and guide customers
• Bring 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
• Demonstrate strong understanding of hotel operations, including revenue management, front desk workflows, reporting, and property management systems (PMS)
• Possess experience in the LATAM hospitality market with deep knowledge of regional customer needs, expectations, and business practices
• Deliver exceptional communication with empathy, resilience, and a genuine passion for serving customers—even in challenging situations
• Speak Spanish fluently (native or professional proficiency) and are comfortable working LATAM business hours to serve customers across the region
• Show ability to learn technology platforms quickly and translate technical concepts into practical solutions for hoteliers
• Manage multiple customer accounts and projects simultaneously with strong organizational skills and proactive follow-through
• Experience with hospitality SaaS platforms or technology solutions (customer-facing roles in hospitality tech, implementation, onboarding, or customer success
• Familiarity with CRM platforms (Salesforce, HubSpot) and data analysis tools for tracking customer health and performance

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, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.

Winner – Hotel Management Software | HotelTechAwards (2026)

Overall 10 Best Places to Work | HotelTechAwards (2026)

Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)

Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026)

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

Everyone is Welcome - A Culture of Inclusion

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at [phone] or via email at [e-mail]. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring process.

Equal Employment Opportunity Information

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. We do not discriminate on the basis of any protected group status under any applicable law. I f you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.

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