Strategic Technical Account Manager, Lighthouse

• 6+ years in strategic account management, technical account management, or enterprise customer success in a SaaS environment
• Proven experience building executive-level relationships and owning commercial outcomes - renewals, expansion, and retention
• AI-first proficiency: daily use of Claude, Gemini, or similar tools; treats a large portfolio as a systems problem, not just a skills problem
• Revenue management and business intelligence experience: comfortable navigating data models, OTB vs. Actuals, and adoption/usage metrics
• Strong understanding of hospitality technology - PMS systems, OTAs, channel managers, or revenue management workflows
• Ability to explain technical concepts clearly to non-technical audiences while building commercial instincts around adoption and retention
• Excellent communication and presentation skills; comfortable running executive-facing sessions independently
• AI-obsessed: uses AI daily because it makes them 10x more effective
• Product-obsessed: understands the revenue manager's daily workflow at the property level
• Disciplined at scale: manages a large portfolio as a systems problem, not just a skills problem
• We value diverse backgrounds and unique skill sets, and we encourage individuals from all walks of life to apply. If your experience looks a little different from what we've described, but you're passionate about what we do and are a quick learner, we'd love to hear from you!

Desirable

• The Strategic Account Manager (SAM) owns a portfolio of high-value, Tier 1 accounts (>$50K ARR) under a high-touch, tiered engagement model. This role carries the Account Management core of relationship depth and portfolio ownership building and stewarding executive relationships while owning commercial outcomes across the account base. This efforts are paired with deep technical knowledge and AI-first fluency
• The SAM is the primary point of contact for strategic customers; building executive relationships, leading business reviews, owning renewals and expansion, and using Claude, Gemini, internal AI-native tooling, and the Lighthouse product suite daily to extract and demonstrate measurable ROI. AI-first proficiency is required, not preferred
• Account Ownership & Strategic Planning
• Own and manage a portfolio of high-value Tier 1 accounts (>$50K ARR minimum)
• Lead development and execute strategic account plans that integrate technical and AI adoption roadmaps
• Conduct two - four business reviews annually per account, incorporating usage, adoption, and ROI data pulled directly from Lighthouse products (including Ernest), Salesforce, Looker, Gainsight, etc
• Build strong relationships with key stakeholders and executive sponsors
• Deliver white-glove service and strategic guidance, backed by technical fluency in the product suite
• Partner with Product, Support, Implementation, and Sales to deliver customer success
• Own the renewal process end-to-end: pull and interpret usage metrics, adoption signals, and ROI indicators; ensure timely contract execution and retention
• Identify and drive expansion opportunities (upsell, cross-sell, multi-property deals), using technical engagement signals as commercial triggers
• Serve as the voice of the customer internally, advocating for client needs
• Track, report, and forecast account health and growth potential
• Provide escalation oversight and management for critical customer issues
• AI Tools & Product Mastery (daily use required)
• Ernest / Revenue Agent: drive adoption at scale; monitor engagement across the portfolio; trigger outreach when accounts stop acting on recommendations; build milestone tracking into every renewal conversation
• Claude + Gemini: build decks, adoption plans, training materials, account summaries, and renewal packages - used daily, not occasionally
• Business Intelligence: walk customers through the data model, market code mapping, OTB vs. Actuals; diagnose why numbers look off
• Connect AI, Pricing, Performance and Direct Plans, and additional Lighthouse solutions: fluent enough to advise, troubleshoot common failure points, and translate data into strategy conversations
• Gainsight + Salesforce: maintain a complete account health view
• Intercom + Jira: review support history before every customer interaction
• Adoption, Best Practices, Education & Technical Engagement
• Drive AI product adoption across the portfolio: build per-account adoption roadmaps, monitor milestones, run proactive outreach when adoption stalls
• Deliver structured best-practices and education sessions focused on platform utilization and AI workflow adoption
• Run periodic adoption health reviews to identify at-risk accounts and surface them before churn risk escalates
• Speak to integrations (PMS connections, data feeds, API configuration) at a level sufficient to answer questions, set expectations, and triage issues
• Collaborate with Customer Care and Engineering on complex product or data issues - own customer-facing communication while they drive resolution
• Monitor customer engagement, adoption, and satisfaction metrics
• 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