Account Manager – Customer Success (Remote)

About the role

Cloudbeds is looking for an Account Manager to join its Customer Success team. You will own a portfolio of hospitality customers, guiding them through the Cloudbeds platform and helping them achieve measurable business outcomes.

Key responsibilities

• Define each customer’s “success outcomes” and work collaboratively to achieve them.
• Serve as the primary point of contact for all Cloudbeds‑related inquiries and escalations.
• Identify upsell opportunities and execute proactive churn‑reduction strategies to meet net dollar retention goals.
• Use a consultative approach to drive product engagement, “stickiness,” and package growth.
• Analyze customer data to improve utilization and overall engagement.
• Manage strategic escalations related to the use of Cloudbeds software.
• Promote product value, gather feedback, and relay requirements for future releases.
• Maintain deep product knowledge and recommend the best solutions for each client.

Required profile

• Experience managing B2B accounts in the hospitality or SaaS sector.
• Strong understanding of hospitality operations and the ability to translate business needs into platform usage.
• Proven track record of identifying upsell opportunities and reducing churn.
• Excellent communication and relationship‑building skills.

Required skills