Account Management Team Lead - NORAM

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.

Requirements

• Lead, coach, and develop a team of Account Managers across NORAM — setting clear goals, conducting regular 1:1s and performance reviews, and creating an environment where people grow and do their best work
• Monitor and report on team performance, KPIs, and customer health metrics to senior leadership, surfacing trends, opportunities, and needs in a timely and structured way
• Handle escalations and support AMs through complex customer situations, including renegotiations, exceptions, and high-stakes retention conversations
• Drive a culture of continuous learning by keeping the team sharp on platform knowledge, hospitality industry trends, and consultative advisory best practices
• Collaborate cross-functionally with Product, Partnerships, 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, share feedback, and represent your team's needs at a leadership level

Benefits

• PTO in accordance with local labor requirements
• Monthly Wellness Fridays - enjoy an extra long weekend every month
• Full 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