About this role.
Cloudbeds is seeking a remote Account Manager in Europe to join its Customer Success team supporting hospitality customers. The role owns a portfolio, develops strategic client relationships, drives product engagement, identifies upsell opportunities, and reduces churn. The Account Manager will analyze customer usage data, manage strategic escalations, communicate feedback internally, and guide customers toward defined success outcomes. Success requires consultative account management, hospitality-market knowledge, strong stakeholder communication, and comfort operating in a fast-paced, results-driven remote environment.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I would begin by understanding the property's business model, operating priorities, current platform usage, and desired outcomes. I would document measurable goals, align key stakeholders on milestones, establish a communication cadence, and use adoption data to review progress and adjust recommendations.
I would first confirm that the customer has a clear operational or commercial need that the additional capability can address. I would connect the recommendation to evidence from their usage, goals, or workflow gaps, explain the expected value, and let the customer evaluate the solution through a consultative conversation.
I would acknowledge the issue and clarify the customer's business impact, then assign clear owners and timelines with the relevant Support, Product, and Sales stakeholders. I would keep the customer informed through concise updates, advocate for an appropriate resolution, and conduct a follow-up review to prevent recurrence.
I would monitor product adoption, feature utilization, support-ticket trends, stakeholder engagement, renewal timing, customer sentiment, achievement of agreed success outcomes, and commercial indicators such as contraction risk. I would combine these quantitative signals with direct customer conversations to identify risks early.
I would synthesize feedback into a clear problem statement that includes the affected customer segment, workflow context, business impact, examples, urgency, and any supporting data. This creates actionable input for internal teams while ensuring the customer understands what has been heard and what next steps are realistic.
What Makes Cloudbeds 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.
Location: Remote
How You’ll Make an Impact:
As an Account Manager you will be part of the Customer Success team. AMs will be expected to actively manage a portfolio of customers with an estimated value of $500,000 – $1,000,000 USD with the goal of building strong customer relationships.
Our AM Team is responsible for identifying upsell opportunities for ACV expansion and minimizing customer churn. AMs will act as the first point of contact for all things related to Cloudbeds. They are responsible for guiding clients through their customer journey while providing recommendations on how to best improve their business in order to achieve success. As an AM you will make the motto “more reservations, happier guests” a reality by providing strategic guidance to our customers around the world 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 them
- Act as the main point of contact for all things related to Cloudbeds and help escalate urgent support tickets, amongst other things
- Achieve net dollar retention goals through identifying upsell opportunities and implementing proactive churn reduction strategies in order to help Cloudbeds obtain net negative churn
- Use a consultative approach to drive product engagement, customer “stickiness”, and package growth
- Analyze customer data to improve customer utilization and engagement
- Manage customer escalations related to the strategic use of Cloudbeds software
- Seek to promote the value of the product and identify new opportunities to upsell additional services and products
- Review customer complaints and concerns and seek to improve all aspects of the customer experience
- Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best products for their needs.
- Gather client feedback and requirements for future releases of the software
- Use training materials to keep up-to-date with the latest system updates
- Act as a “strategic partner” to assigned portfolio of customers, utilizing hospitality industry knowledge to provide insight and recommendations to optimize product performance
- Understanding of the hospitality industry – continuously staying updated on industry trends, strategies, and best practices
What Sets You Up for Success:
- Exceptional ability to communicate and foster positive business relationships
- Deep understanding of customers’ concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
- Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization
- Ability to clearly communicate & synthesize customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Support, Product, Marketing, Design).
- Proven ability to manage multiple projects at a time while paying strict attention to detail
- Excellent listening, negotiation, and presentation skills
- Self-motivated and able to thrive in a results-driven environment
- Natural relationship builder with integrity, reliability, and maturity
- Thrives in hyper-growth work environments
- Excellent time and project management skills; always looking to improve inefficient processes
- Experience managing accounts within the European hospitality market is a significant plus, given the concentration of customers in this region
#LI-PC1
What to Expect – Your Journey with Us
Behind Cloudbeds’ revolutionary technology is a team of redefining what’s possible in hospitality. We’re 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven’t dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we’re not just watching the future of hospitality unfold – we’re coding it, designing it, writing it, and shipping it. If you’re ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.
Learn more online at cloudbeds.com
Company Awards:
- Best All-In-One Hotel Management System | HotelTechAwards (2025)
- Overall 10 Best Places to Work | HotelTechAwards (2025)
- Most Loved Workplace® Certified (2024)
- Top 10 People’s Choice (2024)
- Deloitte Technology Fast 500 (2024)
Discover our Benefits:
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- Monthly Wellness Fridays – enjoy an extra-long weekend every month
- Fully Paid Parental Leave
- Home office stipend based on country of residency
- Professional development courses in Cloudbeds University
- Access to professional development, including manager training, upskilling and knowledge transfer
Everyone is Welcome – A Culture of Inclusion
Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at (858) 201-7832 or via email at accommodations@cloudbeds.com. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.
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