Cloudbeds
hospitality technology
AccountManagementTeamLeadNORAM
“Account Management Team Lead - NORAM at Cloudbeds. Skills: leading a team, customer success, account management, coaching, strategic advisory. Lead, coach, and develop a team of Account Managers across NORAM. setting clear goals”
What You'll Achieve.
delivering exceptional customer outcomes; hit retention goals; improve retention; reduce churn
Industry & Context.
solving complex customer challenges; problem-solving and conflict resolution skills; ability to handle escalated customer situations professionally
What They're Looking For.
Must Have
3+ 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, able to present and influence credibly at all levels, analytical mindset, able to build and interpret reports in Salesforce and Zendesk to monitor team performance and identify at-risk accounts, problem-solving and conflict resolution skills, ability to handle escalated customer situations professionally, Self-motivated, thrives in a fast-paced, results-driven remote environment, 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 to senior leadership
and needs in a timely and structured way
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
and Marketing during new product pilots
platform improvements
and integration launches
Analyze customer data and feedback to identify patterns and proactively surface initiatives that improve retention and reduce churn across the portfolio
Participate in cross-departmental team lead meetings to stay synchronized
and represent your team's needs at a leadership level
How You'll Work.
Team & Collaboration
Collaborate cross-functionally with Product, Partnerships, and Marketing; Participate in cross-departmental team lead meetings
Communication Scope
exceptional communication and interpersonal skills; able to present and influence credibly at all levels, from front-line conversations to senior leadership
Process & Methodology
excellent time and project management skills
Applying for this Account Management Team Lead - NORAM role?
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