Account Manager – Hospitality SaaS (LATAM)

About the role

As an Account Manager you will be part of the Customer Success team, managing a portfolio of LATAM customers with an estimated value of $900k‑$1M USD. You will build strong relationships, identify upsell opportunities and minimize churn while guiding clients to achieve their success outcomes.

Key responsibilities

• Serve as the main point of contact for all Cloudbeds‑related needs for your LATAM portfolio, managing escalations and ensuring seamless customer experiences.
• Achieve retention goals by building strong relationships, identifying upsell opportunities and implementing proactive strategies to minimize churn.
• Use a consultative, hospitality‑focused approach to drive product engagement, “stickiness,” and portfolio growth.
• Analyze customer data and usage patterns to improve platform utilization, spot at‑risk accounts and surface optimization opportunities.
• Coordinate with technical support on escalations, troubleshoot platform issues and solve complex customer challenges.
• Gather and synthesize feedback, feature requests and pain points to inform the product roadmap and share insights across Sales, Product and Marketing.
• Develop deep product knowledge of the Cloudbeds platform and stay current on system updates to effectively train and guide customers.

Required profile

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

Required skills

• Salesforce
• HubSpot

What we offer

• Remote‑first, remote‑always work model
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays – an extra‑long weekend each month
• Fully paid parental leave
• Home office stipend based on country of residency
• Professional development courses through Cloudbeds University