Cloudbeds
hospitality technology
AccountManagementTeamLead-NORAM
Neural analysis suggests this role is
optimal for Senior candidates.
“Account Management Team Lead - NORAM at Cloudbeds. Skills: leading and managing a team, customer success, account management, hospitality operations, strategic advisory. Lead, coach, and develop a team of Account Managers across NORAM. setting clear goals”
What You'll Achieve.
delivering exceptional customer outcomes; build stronger customer relationships; hit retention goals; improve retention and reduce churn
Industry & Context.
solving complex customer challenges; problem-solving and conflict resolution skills; handle escalated customer situations professionally
What They're Looking For.
Must Have
7+ years of experience in hospitality or hospitality technology, with a foundation in hotel operations, 2+ years of experience leading and managing a team, proven experience leading and managing a customer success or account management team, deep understanding of hotel operations, ability to translate that knowledge into strategic advisory conversations with hotel customers, exceptional communication and interpersonal skills, analytical mindset, problem-solving and conflict resolution skills, Self-motivated and thrives in a fast-paced, results-driven remote environment with excellent time and project management skills
Nice to Have
Experience with SaaS platforms or hospitality technology — PMS, RMS, channel managers, or similar — either as a user or in a customer-facing tech role, Familiarity with Salesforce, Zendesk, or similar CRM and support tools, Prior experience in a people leadership role within a hospitality technology or SaaS company
What You'll Do.
and develop a team of Account Managers across NORAM
conducting regular 1: 1s and performance reviews
creating an environment where people grow and do their best work
Monitor and report on team performance
and customer health metrics
Handle escalations and support AMs through complex customer situations
Drive a culture of continuous learning
keeping the team sharp on platform knowledge
hospitality industry trends
and consultative advisory best practices
Collaborate cross-functionally with Product
Analyze customer data and feedback to identify patterns
proactively surface initiatives that improve retention and reduce churn
Participate in cross-departmental team lead meetings
How You'll Work.
Team & Collaboration
Collaborate cross-functionally with Product, Partnerships, and Marketing; Participate in cross-departmental team lead meetings to stay synchronized, share feedback, and represent your team's needs at a leadership level
Communication Scope
exceptional communication and interpersonal skills; able to present and influence credibly at all levels
Process & Methodology
excellent time and project management skills
Full Job Description
What Makes Us Unique 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. How You'll Make an Impact: As an Account Management Team Lead for NORAM, you'll be the coach, champion, and strategic backbone of a team of Account Managers dedicated to delivering exceptional customer outcomes across North America. You'll guide your team to build stronger customer relationships, hit retention goals, and grow their skills — all while staying closely connected to the customer experience yourself. This is a role for someone who gets energized by developing people, solving complex customer challenges, and helping a high-performing team operate at its best. Our AM Team is Our AM team is the engine of customer success at Cloudbeds — a diverse, completely remote group of relationship builders who are passionate about helping hoteliers thrive. We move fast, support each other, and hold ourselves to a high standard because we know the impact our work has on properties around the world. If you're someone who leads by example, brings out the best in the people around you, and never stops looking for ways to improve, you'll find your people here. What You Bring to the Team: Lead, coach, and develop a team of Account Managers across NORAM — setting clear goals, conducting regular 1:1s and performance reviews, and creating an e
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