Account Manager

About the role

As an Account Manager, you will own a portfolio of approximately 80 mid-market, Tier 2 accounts valued at $20K–$150K ARR through a structured, proactive engagement model. You will serve as the primary point of contact, building durable, multi-threaded stakeholder relationships while owning renewals, retention, and expansion across your account base. You will combine strong product knowledge, commercial judgement, and technical fluency to drive measurable customer outcomes. AI-first proficiency is central to the role: you will use Claude, Gemini, internal AI-native tooling, and the Lighthouse product suite daily to work effectively at scale.

Where you will have impact

• Build and execute account plans that integrate product and AI adoption roadmaps, prioritised by revenue at risk and expansion potential.
• Conduct two business reviews annually per account, incorporating usage, adoption, and ROI data from Lighthouse products—including Ernest—as well as Salesforce, Looker, Gainsight, and other relevant tools.
• Build strong relationships with day-to-day users, commercial leaders, and economic buyers, ensuring no account depends on a single relationship.
• Own the renewal process end to end: interpret usage metrics, adoption signals, and ROI indicators, and ensure timely contract execution and retention.
• Identify and drive expansion opportunities—including upsell, cross-sell, and multi-property deals—using product engagement signals as commercial triggers.
• Drive AI product adoption by building per-account adoption roadmaps, monitoring milestones, and initiating proactive outreach when adoption stalls.
• Deliver structured best-practice and education sessions focused on platform utilisation and AI workflow adoption, including one-to-many webinars and group training where scale demands it.
• Run periodic adoption health reviews to identify at-risk accounts before churn risk escalates.
• Develop fluency across Ernest, Connect AI, Pricing, Performance and Direct Plans, and additional Lighthouse solutions to advise customers, troubleshoot common failure points, and translate data into strategic conversations.
• Guide customers through the data model, market code mapping, and OTB vs. Actuals, and diagnose why numbers may look incorrect.
• Discuss integrations—including PMS connections, data feeds, and API configuration—at a level sufficient to answer questions, set expectations, and triage issues.
• Partner with Product, Support, Implementation, Sales, Customer Care, and Engineering to deliver customer success and resolve complex product or data escalations.
• Maintain a complete and current view of account health in Gainsight and Salesforce, and review support history in Intercom and Jira before customer interactions.
• Track, report, and forecast account health, adoption, retention, and growth potential.
• Serve as the voice of the customer internally and advocate for client needs.
• Work at scale by building repeatable plays, templates, and outreach motions rather than relying on bespoke handling for every account.
• Deliver against key measures including NRR, GRR, expansion revenue, renewal rate and timeliness, business review completion, Customer Health Score, NPS, product adoption, milestone completion, and portfolio coverage.

About Our Team

Join our dynamic Revenue team of over 150 sales professionals globally, represented in 24 countries, who are passionate about driving revenue and expanding our market share in the hospitality industry. As a large department with various roles, our team offers many opportunities for growth and career development. Our team works closely with customers, including hotels, chains, STR and more, to help them achieve their revenue goals. As a member of our team, you'll have the opportunity to work with a dynamic group of professionals, learn from experienced leaders, and contribute to the success of our organization.

Requirements

• 5+ years of experience in account management, technical account management, or customer success within a SaaS environment.
• Proven experience owning commercial outcomes—including renewals, expansion, and retention—across a multi-account portfolio.
• AI-first proficiency using Claude, Gemini, or similar tools daily to work with significantly greater effectiveness and treat a large portfolio as a systems problem.
• Revenue management and business intelligence experience, with confidence navigating data models, OTB vs. Actuals, and adoption and usage metrics.
• Understanding of hospitality technology, such as PMS systems, OTAs, channel managers, or revenue management workflows.
• Ability to explain technical concepts clearly to non-technical audiences while applying commercial judgement to adoption and retention.
• Excellent communication and presentation skills and confidence leading customer-facing sessions independently.
• Strong prioritisation and time-management skills and ability to allocate attention across a large portfolio without defaulting to whichever account is loudest.
• Experience with Salesforce, Gainsight, or similar CRM and customer success tools.
• Product-obsessed mindset with understanding of the revenue manager’s daily workflow at the property level.
• Disciplined at scale and commercially proactive, treating adoption signals as inputs into renewal and expansion strategy.

Preferred qualifications

• Experience in a commercial overlay or technical advisory role.
• Familiarity with Lighthouse or comparable hospitality intelligence platforms.
• Working knowledge of API and integration concepts sufficient to field integration-related questions.
• Experience building scaled or one-to-many customer programs.

Benefits

• Impactful work: Shape products relied on by 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• 401k matching: Up to 4%.
• Health insurance: Two Blue Cross Blue Shield plans with 99% company contribution to the base plan and 75% for dependents and spouses, plus $25/month to HSA.
• Vision and Dental Insurance: Dental Buy-up plan option, 50% company contributions to premiums for both employees, dependents and spouses for both.
• Employee Assistance Program: 100% confidential and free.
• Employer paid Short Term Disability + $50,000 Life Insurance
• Parental leave: 12 weeks of company paid primary caregiver leave, 3 weeks of company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan.
• Wellbeing support: Subsidized up to 80% ClassPass subscription.
• Referral bonus: Earn rewards for bringing in new talent.