Customer Program Manager, Lighthouse
EMEA
Hotel revenue management solution
Be an early applicant
Hotel revenue management solution
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To help the hospitality industry visualise and leverage data for business success.
Role
Who you are
- The ideal candidate thrives in a fast-paced environment, is solutions-oriented, and gets energy from orchestrating programs that enhance customer success
- 2+ years of experience in program or project management, ideally with enterprise or global accounts
- Strong background in managing complex, multi-stakeholder initiatives from planning through delivery
- Ability to adeptly manage stakeholders, apply critical thinking, embrace constructive feedback, and confidently express opinions
- Knowledge of the hospitality industry and SaaS solutions is a plus
- Excellent organizational skills and attention to detail, with the ability to juggle multiple priorities
- Exceptional communication skills (verbal and written), with confidence presenting to senior stakeholders
- Proficiency in Google Suite, Excel, PowerPoint, and project/task management platforms
- Ability to work effectively across time zones and in multicultural environments
- Fluent in English (additional languages are a strong plus)
- You love orchestrating great customer experiences and solving key problems for users
- You have excellent communication skills (both written and verbal) since your business stakeholders will be operating at different levels from analysts to senior executives
- You get energy from working in a highly complex and challenging environment
- You are comfortable translating customer ideas and requests into clear project requirements, sometimes technical in nature
- You consider yourself as a self-starter and take the initiative to undertake a project from A-Z
- You truly care about what is best for our customers and go the extra mile to make sure they are having an incredible experience by offering white-glove service
- You excel and thrive in a collaborative work environment
What the job involves
- As a Customer Project Manager (CPM) at Lighthouse, you’ll play a pivotal role in driving the success of our Data Solutions and Enterprise clients
- This is a customer-facing, strategic role where you’ll build trust, strengthen relationships, and ensure our clients are achieving maximum impact from our solutions
- You’ll act as the connective tissue between our customers, product, and internal teams, ensuring smooth delivery, proactive communication, and consistent value
- Serve as a trusted advisor for Lighthouse’s most important customers, ensuring strong adoption and long-term success
- Lead client onboarding, project kickoffs, and coordinate program documentation
- Drive Quarterly Business Reviews (QBRs) and regular client touchpoints, presenting insights, updates, and opportunities for further value
- Manage renewals, client communication, and follow up on data/system-related issues
- Oversee custom developments, change orders, and ensure timely delivery of commitments
- Map key contacts within accounts and maintain strong executive-level relationships
- Review program activities such as application questions, data inquiries, and ticket escalations (non-support)
- Collaborate cross-functionally with Product, Engineering, Customer Success, and Commercial teams to align on client needs and program outcomes
- Identify upsell opportunities and support the commercial team in expanding accounts
- Our Customer Growth team is a closely collaborative team of 28 professionals from around the world
- Led by one of the founders of Lighthouse, our team focuses on nurturing client relationships
- Our team has two primary objectives: retain clients' business and grow those opportunities
- They accomplish these objectives by learning what their clients' goals are and helping their clients achieve them
- Our team has a strong hospitality background and understands the importance of delivering exceptional customer experiences
Our take
Lighthouse, formerly OTA Insight, is a cloud-based data intelligence platform for the hospitality industry. It provides hoteliers with a suite of revenue management solutions that empower them to make smarter revenue and distribution decisions. With live updates, 24/7 support from its customer success team, and a highly intuitive and customisable dashboard, the Lighthouse platform integrates with other industry tools including hotel property management systems, leading revenue management systems and data benchmarking providers.
Lighthouse's team of international experts are based all over the world, including the UK, US, France, Germany, Belgium, Spain, Italy, Brazil, Mexico, Singapore, Australia, India and Greece. The company supports more than 70,000 properties in 185 countries.
The company has focused on accelerating its expansion across all regions, with a particular focus on the Americas, where it has seen an incredible recovery. OTA has also expanded its suite of products with the release of Insight+ and by launching its Business Intelligence products in EMEA.
Steph
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2024
$370m
SERIES C
Nov 2021
$80m
SERIES B
Total funding: $470m
Company benefits
- Vision & dental Insurance
- Work from home opportunities
- Health insurance
Company HQ
Waterloo, London, UK
Leadership
Gino Engels
(Chief Customer Officer & Co-Founder)Previously worked at AB Inbev UK for 3 years, holding various positions such as National Account Executive and National Account Manager.
Matthias Geeroms
(CFO & Co-Founder)Previously Transfer Pricing Specialist at FOD Financien for 6 years.
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