Strategic Account Manager

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:

You’ll join a global Revenue team of 150+ sales professionals across 24 countries. Our team works across the full Lighthouse product suite, helping hotels, chains, and hospitality groups achieve their commercial goals. It’s a collaborative, high-energy environment with real opportunities for career growth and the chance to learn from experienced leaders as we continue to expand our market share. 

Whats in it for you: 

• 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 75% for dependents and spouses, plus $25/month to HSA.
• Vision and Dental Insurance: Dental Buy-up plan option, 50% company contributions to premiums for both employees, dependents and spouses for both.
• Employee Assistance Program: 100% confidential and free.
• Employer paid Short Term Disability + $50,000 Life Insurance 
• Parental leave: 12 weeks of company paid primary caregiver leave, 3 weeks of company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan.
• Wellbeing support: Subsidized ClassPass subscription.
• Referral bonus: Earn rewards for bringing in new talent.