At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to 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 become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 – but we're just getting started.
Location : Remote - Spain
How You'll Make an Impact :
As an Account Manager, you will be part of the Customer Success team. AMs are expected to actively manage a portfolio of approximately up to 40 customers, building strong relationships.
Our AM Team is responsible for identifying upsell opportunities for ACV expansion and minimizing customer churn. AMs act as the first point of contact for all things related to Cloudbeds, guiding clients through their customer journey and providing recommendations to improve their business for success. You will help make the motto “more reservations, happier guests” a reality by providing strategic guidance to our customers worldwide 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 these goals.
* Act as the main point of contact for all Cloudbeds-related inquiries, including escalating urgent support tickets.
* Achieve net dollar retention goals by identifying upsell opportunities and implementing proactive churn reduction strategies to help Cloudbeds attain net negative churn.
* Use a consultative approach to drive product engagement, customer “stickiness,” and package growth.
* Analyze customer data to improve utilization and engagement.
* Manage customer escalations related to the strategic use of Cloudbeds software.
* Promote the value of the product and identify opportunities to upsell additional services and products.
* Review customer complaints and concerns, aiming to improve overall customer experience.
* Maintain a detailed understanding of products and services, assisting customers with questions and suggesting the best products for their needs.
* Gather client feedback and requirements for future software releases.
* Use training materials to stay updated with system updates.
* Act as a “strategic partner” to your portfolio, providing insights and recommendations based on hospitality industry knowledge.
* Continuously stay informed about hospitality industry trends, strategies, and best practices.
What Sets You Up for Success :
* Exceptional communication and relationship-building skills.
* Deep understanding of customer concerns regarding product use and troubleshooting abilities.
* Effective communication, presentation, and influence skills across all organizational levels.
* Ability to navigate all stages of the sales cycle.
* Strong internal communication skills to synthesize customer feedback for multiple departments.
* Proven ability to manage multiple projects with attention to detail.
* Excellent listening, negotiation, and presentation skills.
* Self-motivated, results-driven, and able to thrive in a fast-paced environment.
* Natural relationship builder with integrity, reliability, and maturity.
* Comfortable working in hyper-growth environments.
* Excellent time and project management skills, always seeking process improvements.
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What to Expect - Your Journey with Us
Join a team of over 650 employees across 40+ countries, pioneering innovations in hospitality with a focus on AI and technology. We speak 30+ languages, share a passion for travel and innovation, and are committed to transforming the industry. Our accolades include being named one of the 10 Best Places to Work in 2025 and a Top 10 People’s Choice in 2024. We are remote-first, offer PTO, parental leave, home office stipends, professional development, and access to mental health resources.
Everyone is Welcome - A Culture of Inclusion
Cloudbeds is an Equal Opportunity Employer celebrating diversity. We do not discriminate based on race, religion, gender, or other protected characteristics. We are committed to providing reasonable accommodations for applicants with disabilities and encourage all qualified individuals to apply. For accommodations or questions, contact our HR team at 858-201-7832 or via email. We do not accept unsolicited resumes from staffing agencies.
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