📌 Core Information
🔹 Job Title: Senior Manager, Account Management
🔹 Company: Lighthouse
🔹 Location: Denver Metropolitan Area, CO, USA
🔹 Job Type: Full-time
🔹 Category: Hospitality, SaaS
🔹 Date Posted: June 10, 2025
🔹 Experience Level: 7+ years
🔹 Remote Status: Remote OK
🚀 Job Overview
Key aspects of this role include:
- Leading a high-impact team of Account Managers and Strategic Account Managers
- Driving customer retention, expansion, and satisfaction across Tier 1 and Tier 2 accounts
- Executing scalable engagement models and aligning cross-functional strategy
- Coaching and developing a blended team of mid- and senior-level professionals
- Operating in a fast-paced B2B SaaS environment with a strong operational mindset and commercial acumen
ASSUMPTION: This role requires a strategic and operational mindset, with a focus on driving customer growth and retention through effective team leadership and engagement strategies.
📋 Key Responsibilities
✅ Develop and execute strategic roadmaps for customer growth and retention using 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 enhance go-to-market and engagement strategies
✅ Lead, coach, and inspire a team of Account Managers and Strategic Account Managers, fostering a culture of accountability and continuous improvement
✅ Drive customer retention and revenue expansion through 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
✅ 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
ASSUMPTION: This role involves a mix of strategic planning, team leadership, and customer success, with a focus on driving growth and retention through effective account management.
🎯 Required Qualifications
Education: Bachelor's degree in Business, Marketing, or a related field (or equivalent experience)
Experience: 7+ years of experience in sales, account management, or client services in a B2B SaaS or tech environment, with 3+ years in people leadership roles
Required Skills:
- 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
- Record of translating strategy into results, especially in fast-moving, high-growth settings
- Experience working across geographies and with culturally diverse teams
Preferred Skills:
- Experience with Gainsight, Looker, or similar customer success platforms
- Familiarity with the hospitality industry
ASSUMPTION: Candidates should have a strong background in B2B SaaS account management, with a proven track record of driving customer growth and retention through effective team leadership and strategic planning.
💰 Compensation & Benefits
Salary Range: $120,000.00 - $130,000.00 USD per year, plus commission
Benefits:
- Impactful work: Shape products relied on by 85,000+ users worldwide
- 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
Working Hours: Full-time, with a flexible work arrangement
ASSUMPTION: The salary range provided is based on industry standards for a senior-level account management role in a B2B SaaS company, with a focus on driving customer growth and retention.
📌 Applicant Insights
🔍 Company Context
Industry: Hospitality technology, with a focus on commercial strategy and revenue management
Company Size: Medium-sized (501-1,000 employees), with a global presence and a dynamic work environment
Founded: 2012, with a mission to disrupt commercial strategy for the hospitality industry
Company Description:
- Lighthouse is the leading commercial platform for the travel & hospitality industry, transforming complexity into confidence by providing actionable market insights, business intelligence, and pricing tools that maximize revenue growth
- Trusted by over 70,000 hotels in 185 countries, supported by 700+ employees, and backed by $370 million in series C funding
- Lighthouse strives to deliver the best possible experience with unmatched customer service, considering clients as true partners
Company Specialties:
- Online Hotel Distribution
- Dashboard Representation
- Business Intelligence
- Software Consumerization
- Rate Shopper
- Revenue Management
- Rate Intelligence
- forward looking data
- Hotel Tech
- Travel & Hospitality
- Hospitality
- Hotel Management Companies
- Group & Chain Hotels
Company Website: www.mylighthouse.com
ASSUMPTION: Lighthouse is a well-established company in the hospitality technology industry, with a strong focus on driving revenue growth and customer satisfaction through innovative commercial strategy and revenue management tools.
📊 Role Analysis
Career Level: Senior Manager, with the opportunity to grow and shape the team's strategy and success
Reporting Structure: This role reports directly to the Vice President of Revenue, with the opportunity to influence cross-functional initiatives and drive company-wide growth
Work Arrangement: Remote OK, with the option to work from home or at one of Lighthouse's global offices
Growth Opportunities:
- Potential to grow and shape the team's strategy and success
- Opportunity to influence cross-functional initiatives and drive company-wide growth
- Chance to work with a dynamic team of professionals and learn from experienced leaders
ASSUMPTION: This role offers significant growth opportunities for the right candidate, with the potential to shape the team's strategy and drive company-wide success.
🌍 Location & Work Environment
Office Type: Lighthouse has global offices in London, Ghent, Dallas, Sydney, Singapore, Denver, and São Paulo, with a flexible work-from-home policy
Office Location(s): 10 York Road, London, SE1 7ND, GB; Gaston Crommenlaan 6, Ghent, Flemish Region 9050, BE; 1601 Elm St, Dallas, TX 75201, US; 5 Martin Place, Sydney, NSW 2000, AU; 15 Beach Road, Singapore, 189677, SG; 1615 Platte St, Denver, CO 80202, US; Avenida das Nacoes Unidas, 12995, São Paulo, BR
Geographic Context:
- The Denver Metropolitan Area is a major hub for the hospitality industry, with a diverse range of hotels and resorts
- The area offers a high quality of life, with a vibrant cultural scene, outdoor recreation, and a strong job market
- The Denver office is centrally located, with easy access to public transportation and amenities
Work Schedule: Full-time, with a flexible work arrangement and the option to work from home or at the Denver office
ASSUMPTION: The Denver Metropolitan Area offers a dynamic work environment for hospitality technology professionals, with a strong focus on customer success and revenue growth.
💼 Interview & Application Insights
Typical Process:
- Phone or video screen with the hiring manager
- In-depth behavioral and situational interviews with the hiring manager and team members
- Final interview with the Vice President of Revenue
- Background check and offer extension
Key Assessment Areas:
- Strategic planning and execution
- Team leadership and development
- Customer success and retention strategies
- Cross-functional collaboration and influence
- Adaptability and problem-solving skills in a fast-paced environment
Application Tips:
- Tailor your resume and cover letter to highlight your experience in B2B SaaS account management, team leadership, and strategic planning
- Be prepared to discuss your approach to customer retention, revenue growth, and team development
- Showcase your ability to work collaboratively and influence cross-functional initiatives
- Demonstrate your understanding of the hospitality industry and Lighthouse's products and services
ATS Keywords: Account Management, Customer Retention, Team Leadership, Strategic Planning, B2B SaaS, Communication Skills, Cross-Functional Collaboration, Performance Management, Customer Success, Revenue Growth, Product Adoption, Cultural Diversity, Executive Presence, Upselling
ASSUMPTION: The interview process for this role will focus on assessing the candidate's strategic planning, team leadership, and customer success skills, with a strong emphasis on cross-functional collaboration and adaptability in a fast-paced environment.
🛠️ Tools & Technologies
- Gainsight
- Looker
- Salesforce
- Microsoft Office Suite
- Zoom
ASSUMPTION: This role requires proficiency in customer success platforms such as Gainsight, data visualization tools like Looker, and CRM systems such as Salesforce, as well as strong communication and collaboration skills.
👔 Cultural Fit Considerations
Company Values:
- Customer-centric: Lighthouse prioritizes customer success and satisfaction above all else
- Innovative: The company fosters a culture of continuous improvement and disruption
- Collaborative: Lighthouse values teamwork and cross-functional collaboration to drive success
- Accountable: The company holds its employees responsible for driving results and delivering on promises
- Inclusive: Lighthouse promotes diversity, equity, and inclusion in all aspects of its operations
Work Style:
- Fast-paced: Lighthouse operates in a dynamic and ever-changing environment, requiring employees to adapt quickly and efficiently
- Data-driven: The company relies on data and analytics to inform decision-making and strategy
- Customer-focused: Lighthouse prioritizes customer success and satisfaction above all else, with a strong emphasis on customer-centricity
- Collaborative: The company values teamwork and cross-functional collaboration to drive success
Self-Assessment Questions:
- Do you have a proven track record of driving customer retention and revenue growth through effective team leadership and strategic planning?
- Are you comfortable working in a fast-paced, data-driven environment, with a strong focus on customer success?
- Do you thrive in a collaborative work environment, with a focus on cross-functional teamwork and customer-centricity?
- Are you adaptable and able to pivot quickly in response to changing market conditions and customer needs?
ASSUMPTION: Lighthouse values candidates who are customer-centric, innovative, collaborative, accountable, and inclusive, with a strong focus on driving customer success and retention through effective team leadership and strategic planning.
⚠️ Potential Challenges
- Managing a blended team of mid- and senior-level professionals with varying levels of experience and expertise
- Balancing strategic planning and execution with day-to-day account management and customer success
- Navigating a fast-paced, high-growth environment with shifting priorities and market demands
- Working across geographies and with culturally diverse teams, requiring strong communication and collaboration skills
ASSUMPTION: This role presents unique challenges related to team management, strategic planning, and adaptability in a fast-paced, high-growth environment, requiring strong communication and collaboration skills.
📈 Similar Roles Comparison
- Unlike traditional account management roles, this position requires a strong operational mindset and commercial acumen, with a focus on driving customer growth and retention through effective team leadership and strategic planning
- In the hospitality technology industry, Lighthouse is a well-established company with a strong focus on driving revenue growth and customer satisfaction through innovative commercial strategy and revenue management tools
- Compared to other senior-level account management roles, this position offers significant growth opportunities for the right candidate, with the potential to shape the team's strategy and drive company-wide success
ASSUMPTION: This role is unique in its focus on driving customer growth and retention through effective team leadership and strategic planning, with significant growth opportunities for the right candidate.
📝 Sample Projects
- Developing and executing a strategic roadmap for customer growth and retention across the Americas, using tools such as Gainsight, Looker, and Salesforce
- Coaching and developing a blended team of mid- and senior-level professionals, fostering a culture of accountability and continuous improvement
- Driving customer retention and revenue expansion through impactful QBRs and proactive, value-driven engagement, with a focus on Tier 1 and Tier 2 accounts
ASSUMPTION: These sample projects highlight the strategic planning, team leadership, and customer success aspects of this role, with a focus on driving customer growth and retention through effective account management.
❓ Key Questions to Ask During Interview
- How does Lighthouse support the growth and development of its senior-level account management team?
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does Lighthouse measure the success of its account management team, and what are the key performance indicators (KPIs) for this role?
- What are the biggest challenges facing the account management team, and how can this role help address them?
- How does Lighthouse foster a culture of collaboration and cross-functional teamwork, and what are some examples of successful initiatives?
ASSUMPTION: These key questions help candidates better understand the role's priorities, expectations, and the company's approach to team growth, development, and collaboration.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your experience in B2B SaaS account management, team leadership, and strategic planning
- Prepare for your interviews by researching Lighthouse's products and services, as well as the hospitality industry and market trends
- Demonstrate your understanding of the role's requirements and your fit for the Lighthouse team
- Follow up with the hiring manager after your interview to express your interest in the role and reiterate your qualifications
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
