Account Manager – Hospitality SaaS

About the role

As an Account Manager in Cloudbeds’ Customer Success team you will own a portfolio of high‑value hotel customers (≈ $900 k–$1 M) across LATAM, guiding them through the Cloudbeds platform and helping them achieve “more reservations, happier guests.” You will be the primary contact for all Cloudbeds‑related needs, driving retention, upsell and overall success.

Key responsibilities

• Serve as the main point of contact for a portfolio of LATAM hotel customers, handling escalations and ensuring seamless experiences.
• Achieve retention targets by building strong relationships, identifying upsell opportunities and implementing proactive churn‑reduction strategies.
• Use a consultative, hospitality‑focused approach to increase product engagement and “stickiness” through tailored recommendations.
• Analyze usage data to spot at‑risk accounts, improve platform utilization and surface optimization opportunities.
• Coordinate with technical support on escalations, troubleshoot platform issues and translate technical concepts into practical solutions.
• Gather and synthesize customer feedback, feature requests and pain points to inform product roadmap and share insights with Sales, Product and Marketing.
• Maintain deep knowledge of the Cloudbeds platform and stay current on system updates to train and guide customers effectively.

Required profile

• 5+ years of hospitality industry experience in roles such as Revenue Manager, Front Desk Manager, Operations Manager or General Manager.
• Strong understanding of hotel operations, revenue management, front‑desk workflows and PMS.
• Proven experience in the LATAM hospitality market with knowledge of regional customer needs.
• Fluent Spanish (native or professional proficiency) and comfortable working LATAM business hours.
• Ability to learn technology platforms quickly and translate technical concepts for hoteliers.
• Excellent organizational skills to manage multiple accounts and projects simultaneously.

Required skills

• Salesforce (CRM)
• HubSpot (CRM)
• Data analysis tools for tracking customer health and performance

What we offer

• Remote‑first work environment.
• PTO in accordance with local labor requirements.
• Monthly “Wellness Fridays” for an extra‑long weekend.
• Fully paid parental leave.
• Home‑office stipend based on country of residence.
• Professional development courses through Cloudbeds University.
• Inclusive culture with equal‑opportunity commitment.