Senior 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? 🚀

Job Details:

• 💼 Revenue Team

• 📍 Denver, CO or Dallas, Texas

• 🕜 Full-time / Hybrid

• 💰 Compensation

• Base Salary: $81,000 - $99,500

• Bonus Plan

What you will do:

We are seeking a dynamic, technically fluent Senior Account Manager to manage a portfolio of high-impact accounts 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, building executive-level alignment, and coordinating cross-functionally to ensure continued platform adoption and growth. Bringing together a strong operational mindset, commercial acumen, and hands-on technical fluency, you will serve as the primary strategic anchor and escalation point for your portfolio—working directly with sales/commercial teams, telemetry data, and modern AI tooling to ensure exceptional service delivery and measurable ROI.

Where you will have Impact:

• Build and execute product adoption plans, identifying underused features and mapping them to customer use cases

• Deliver quarterly business reviews to the customer to help them assess their adoption of Lighthouse products, and future growth plans within our suite of products

• Oversee the end-to-end renewal process to ensure timely contract execution, while identifying and driving expansion opportunities (upsells, cross-sells, multi-property deals, AMQLs) in close partnership with Sales.

• Deliver hands-on enablement and training sessions and workshops

• Serve as the primary point of contact for a portfolio of active customers

• Lead technical onboarding and implementation post sale along onboarding teams

• Triage and resolve escalated technical support issues; partner with Support and Engineering on root-cause analysis and fixes

• Monitor product usage and telemetry data to proactively flag adoption gaps, integration failures, and churn risk

• Act as the technical voice of the customer internally, feeding integration issues, bugs, and feature requests back to Product and Engineering

• Own technical health scoring and reporting on adoption, usage, and support trends across the portfolio

• Systematically record account telemetry, meeting notes, and milestone tracking within CRM tools to maintain single-source-of-truth portfolio visibility.

• Maintain strict account hygiene in Salesforce/CRM, ensuring contact details, technical configurations, health statuses, and interaction histories are accurate and up to date.

• Identify and scope expansion opportunities (new modules, integrations, advanced use cases) in partnership with Sales/CSM

• Maintain a library of reusable technical assets: integration guides, FAQs, troubleshooting playbooks, and sample code

Who you are:

• 3–5+ years in a customer facing account management, solutions engineering, sales engineering, or technical/customer support

• Prior sales experience a major plus

• Strong ability to communicate business value, strategic roadmaps, and ROI to C-suite and VP-level customer stakeholders.

• Critically think about a book of business and how to strategize the growth with a custom centric approach

• “Just do it” attitude. Natural ability to be agile and where multiple hands to support the various customer needs that come up and chase the resolution down internally

• Ability to make decisions and have a bias for action

• Proven experience managing commercial discussions, navigating procurement processes, and handling renewal negotiations.

• Ability to read logs, debug configurations, and independently troubleshoot technical issues

• Experience designing and delivering technical enablement to both technical and non-technical audiences

• Strong communication skills to translate between customer care, engineering, support, and business stakeholders

• Familiarity with product usage, analytics tooling (e.g., Salesforce, Gainsight, Looker) is a plus

• Demonstrated agility in adopting AI tools (e.g., ChatGPT, Claude, Copilot, or internal LLMs) to streamline customer communications, summarize technical logs, or automate operational tasks

About Our Team:

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