Account Manager

About this role

Our Mission: Why Lighthouse?

At Lighthouse, we’re on a mission to revolutionize commercial strategy as hospitality’s most powerful AI platform. We take the world's largest hotel data network and transform it into real-time intelligence that drives action. We don't just deliver insights; we empower businesses to make decisions that move revenue.

With $370M in Series C funding and over $100M in ARR, we are scaling at lightspeed. Our 850+ teammates across 35 countries aren't just building software—they are leveraging cutting-edge AI to help hoteliers be the first to act. Tens of thousands of hotels across 185 countries trust Lighthouse to execute their commercial strategy, including every one of the top 15 global chains and thousands of independent hotels that consistently outperform their markets. With Lighthouse AI, the intelligence gets deeper. Decisions get smarter. Actions get faster. We help hoteliers be first to act.

Lighthouse Values: Our guiding light

We are Lumineers . Our shared values keep us on a collaborative path fostering a cultural and customer centric environment

• Pursuit of greatness : We’re innovators who care deeply about our customers’ success. Our team brings their best work, stays curious, and delivers excellence through attention to detail

• Meaningful work matters : We make every moment count by knowing what to deliver, why it matters, and how it drives Lighthouse forward

• Elevate each other : We don’t just work together - we grow together. What unites us is understanding each other as people and working toward shared goals

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? 🚀

Account Manager

• 💼 Revenue

• 📍 Denver, CO or Dallas, TX

• 🕜 Hybrid

• 💰 $65,000-$79,500

• Performance Bonus

What you will do

As an Account Manager, you will own a portfolio of approximately 80 mid-market, Tier 2 accounts valued at $20K–$150K ARR through a structured, proactive engagement model. You will serve as the primary point of contact, building durable, multi-threaded stakeholder relationships while owning renewals, retention, and expansion across your account base. You will combine strong product knowledge, commercial judgement, and technical fluency to drive measurable customer outcomes. AI-first proficiency is central to the role: you will use Claude, Gemini, internal AI-native tooling, and the Lighthouse product suite daily to work effectively at scale.

Where you will have impact

• Build and execute account plans that integrate product and AI adoption roadmaps, prioritised by revenue at risk and expansion potential.

• Conduct two business reviews annually per account, incorporating usage, adoption, and ROI data from Lighthouse products—including Ernest—as well as Salesforce, Looker, Gainsight, and other relevant tools.

• Build strong relationships with day-to-day users, commercial leaders, and economic buyers, ensuring no account depends on a single relationship.

• Own the renewal process end to end: interpret usage metrics, adoption signals, and ROI indicators, and ensure timely contract execution and retention.

• Identify and drive expansion opportunities—including upsell, cross-sell, and multi-property deals—using product engagement signals as commercial triggers.

• Drive AI product adoption by building per-account adoption roadmaps, monitoring milestones, and initiating proactive outreach when adoption stalls.

• Deliver structured best-practice and education sessions focused on platform utilisation and AI workflow adoption, including one-to-many webinars and group training where scale demands it.

• Run periodic adoption health reviews to identify at-risk accounts before churn risk escalates.

• Develop fluency across Ernest, Connect AI, Pricing, Performance and Direct Plans, and additional Lighthouse solutions to advise customers, troubleshoot common failure points, and translate data into strategic conversations.

• Guide customers through the data model, market code mapping, and OTB vs. Actuals, and diagnose why numbers may look incorrect.

• Discuss integrations—including PMS connections, data feeds, and API configuration—at a level sufficient to answer questions, set expectations, and triage issues.

• Partner with Product, Support, Implementation, Sales, Customer Care, and Engineering to deliver customer success and resolve complex product or data escalations.

• Maintain a complete and current view of account health in Gainsight and Salesforce, and review support history in Intercom and Jira before customer interactions.

• Track, report, and forecast account health, adoption, retention, and growth potential.

• Serve as the voice of the customer internally and advocate for client needs.

• Work at scale by building repeatable plays, templates, and outreach motions rather than relying on bespoke handling for every account.

• Deliver against key measures including NRR, GRR, expansion revenue, renewal rate and timeliness, business review completion, Customer Health Score, NPS, product adoption, milestone completion, and portfolio coverage.

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?

Who you are

• You have 5+ years of experience in account manageme

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