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
Fluency in both English and German is required
Work Authorization: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas.
What to Expect - Your Journey with Us
Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, 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
Cloudbeds Awards
Winner – Hotel Management Software | HotelTechAwards (2026)
Overall 10 Best Places to Work | HotelTechAwards (2026)
Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)
Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026)
Most Loved Workplace® Certified (2024)
Deloitte Technology Fast 500 (2024)
Discover our Benefits
Remote First, Remote Always
PTO in accordance with local labor requirements
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 process.
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.
