Senior Manager, Account Management

At Lighthouse, we’re on a mission to disrupt commercial strategy for the hospitality industry. Our innovative commercial platform takes the complexity out of data, empowering businesses with actionable insights, advanced pricing tools, and cutting-edge business intelligence to unlock their full revenue potential.

Backed by $370 million in series C funding and driven by an unwavering passion for growth, we’ve welcomed five companies into our journey and have surpassed $100 million in ARR in 2024. Our 700+ teammates span 35 countries and represent 34 nationalities.

At Lighthouse, we’re more than just a workplace – we’re a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry’s most exciting rocket-ship? 🚀

What you will do

We are seeking a dynamic and strategic Senior Manager of Account Management to lead a high-impact team of Account Managers and Strategic Account Managers across the Americas. This role is pivotal in driving customer retention, expansion, and satisfaction across both Tier 1 and Tier 2 accounts. You'll be responsible for executing scalable engagement models, coaching a blended team of mid- and senior-level professionals, and aligning cross-functional strategy to ensure continued customer growth. The ideal candidate brings a strong operational mindset, commercial acumen, and a passion for people development in a fast-paced B2B SaaS environment.

Where you will have impact

Strategy, Planning & Execution

• Develop and execute a strategic roadmap for customer growth and retention across the region using Account Manager insights and tools such as Gainsight, Looker, and Salesforce.
• Align account strategies with overall company goals through close collaboration with marketing, product, leadership, and revenue operations.
• Leverage customer insights, industry trends, and competitive intelligence to continuously enhance go-to-market and engagement strategies.
• Execute strategic initiatives to drive upsell and cross-sell opportunities while reducing churn and strengthening product adoption.
  
  

Team Leadership & Development

• Lead, coach, and inspire a team of Account Managers and Strategic Account Managers focused on both high-touch (Tier 1) and mid-touch (Tier 2) customer portfolios.
• Build and maintain a culture of accountability, collaboration, and continuous improvement.
• Identify skill gaps and implement performance metrics, enablement programs, and KPIs to elevate account management performance.
• Create clear growth paths and career development plans, offering regular coaching and mentorship.
• Act as a culture carrier, championing Lighthouse’s values and customer-first mindset.
  
  

Customer Success & Relationship Growth

• Drive customer retention and revenue expansion by ensuring the team delivers impactful QBRs and proactive, value-driven engagement.
• Maintain executive relationships with key customers and serve as a point of escalation for at-risk or high-value accounts.
• Partner with sales and product teams to unlock upsell and cross-sell opportunities—particularly during product launches or roadmap rollouts.
• Ensure the team is equipped to articulate product value, support adoption, and expand account footprint strategically.

Performance Management & Reporting

• Track key performance indicators including NRR, GRR, AMQL, CSAT, health scores, renewals, and expansion metrics.
• Provide regular performance reporting to senior leadership on customer outcomes, team effectiveness, and growth opportunities.
• Partner with Revenue Operations and Enablement to address underperformance, optimize workflows, and standardize scalable best practices.
• Implement clear operating cadences to manage team consistency and accountability across a growing customer base.

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.

What's in it for you?

• 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 50% for dependents and spouses, plus $25/month to HSA.
• Employer paid Short and Long Term Disability + $50,000 Life Insurance 
• Parental leave: 12 week company paid primary caregiver leave, 3 week 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 bonuses: Earn rewards for bringing in new talent.

Who you are

• 7+ years of experience in sales, account management, or client services in a B2B SaaS or tech environment.
• 3+ years of experience in people leadership roles, including managing blended or tiered teams.
• A proven ability to build, scale, and coach high-performing teams that drive customer retention, product adoption, and revenue growth.
• Strong executive presence and communication skills, with experience influencing cross-functional initiatives.
• A record of translating strategy into results—especially in fast-moving, high-growth settings.
• Experience working across geographies and with culturally diverse teams.

In addition to benefits and other Lighthouse total rewards, the annual base salary for this role is $120,000.00 - $130,000.00 USD plus commission. We benchmark our salary ranges for new hires in relation to the role, level, and role location; however, we consider a multitude of factors, to include relevant experience, skills, and education/training, to determine compensation within the identified range.

Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. We actively encourage applications from individuals with disabilities and are dedicated to providing reasonable accommodations throughout the recruitment process and during employment to ensure all qualified candidates can participate fully. Our commitment to equality is not just a policy; it's part of our culture.

If you share our passion for innovation and teamwork, we invite you to join us in shaping the future of the hospitality industry. At Lighthouse, our guiding light is to be an equal opportunity employer, and we encourage individuals from all walks of life to apply. Not ticking every box? No problem! We value diverse backgrounds and unique skill sets. If your experience looks a little different from what we've described, but you're passionate about what we do and are a quick learner, we'd love to hear from you.

We value the unique perspective and talents that you bring, and we're excited to see how your light can shine within our team. We can't wait to meet you and explore how we can grow and succeed together, illuminating the path towards a brighter future for the industry.