Account Manager, Lighthouse
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
- You have 5+ years of experience in account management, technical account management, or customer success within a SaaS environment
- You have proven experience owning commercial outcomes—including renewals, expansion, and retention—across a multi-account portfolio
- You are AI-first and use Claude, Gemini, or similar tools daily to work with significantly greater effectiveness and treat a large portfolio as a systems problem
- You bring revenue management and business intelligence experience, with confidence navigating data models, OTB vs. Actuals, and adoption and usage metrics
- You understand hospitality technology, such as PMS systems, OTAs, channel managers, or revenue management workflows
- You can explain technical concepts clearly to non-technical audiences while applying commercial judgement to adoption and retention
- You have excellent communication and presentation skills and are confident leading customer-facing sessions independently
- You have strong prioritisation and time-management skills and can allocate attention across a large portfolio without defaulting to whichever account is loudest
- You have experience with Salesforce, Gainsight, or similar CRM and customer success tools
- You are product-obsessed and understand the revenue manager’s daily workflow at the property level
- You are disciplined at scale and commercially proactive, treating adoption signals as inputs into renewal and expansion strategy
- Experience in a commercial overlay or technical advisory role is preferred
- Familiarity with Lighthouse or comparable hospitality intelligence platforms is preferred
- Working knowledge of API and integration concepts sufficient to field integration-related questions is preferred
- Experience building scaled or one-to-many customer programs is preferred
- Not ticking every box? No 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!
What the job involves
- As an Account Manager, you will own a portfolio of approximately 80 mid-market, Tier 2 accounts valued at $20K–$150K ARR through a structured, proactive engagement model. You will serve as the primary point of contact, building durable, multi-threaded stakeholder relationships while owning renewals, retention, and expansion across your account base
- You will combine strong product knowledge, commercial judgement, and technical fluency to drive measurable customer outcomes. AI-first proficiency is central to the role: you will use Claude, Gemini, internal AI-native tooling, and the Lighthouse product suite daily to work effectively at scale
- Build and execute account plans that integrate product and AI adoption roadmaps, prioritised by revenue at risk and expansion potential
- Conduct two business reviews annually per account, incorporating usage, adoption, and ROI data from Lighthouse products—including Ernest—as well as Salesforce, Looker, Gainsight, and other relevant tools
- Build strong relationships with day-to-day users, commercial leaders, and economic buyers, ensuring no account depends on a single relationship
- Own the renewal process end to end: interpret usage metrics, adoption signals, and ROI indicators, and ensure timely contract execution and retention
- Identify and drive expansion opportunities—including upsell, cross-sell, and multi-property deals—using product engagement signals as commercial triggers
- Drive AI product adoption by building per-account adoption roadmaps, monitoring milestones, and initiating proactive outreach when adoption stalls
- Deliver structured best-practice and education sessions focused on platform utilisation and AI workflow adoption, including one-to-many webinars and group training where scale demands it
- Run periodic adoption health reviews to identify at-risk accounts before churn risk escalates
- Develop fluency across Ernest, Connect AI, Pricing, Performance and Direct Plans, and additional Lighthouse solutions to advise customers, troubleshoot common failure points, and translate data into strategic conversations
- Guide customers through the data model, market code mapping, and OTB vs. Actuals, and diagnose why numbers may look incorrect
- Discuss integrations—including PMS connections, data feeds, and API configuration—at a level sufficient to answer questions, set expectations, and triage issues
- Partner with Product, Support, Implementation, Sales, Customer Care, and Engineering to deliver customer success and resolve complex product or data escalations
- Maintain a complete and current view of account health in Gainsight and Salesforce, and review support history in Intercom and Jira before customer interactions
- Track, report, and forecast account health, adoption, retention, and growth potential
- Serve as the voice of the customer internally and advocate for client needs
- Work at scale by building repeatable plays, templates, and outreach motions rather than relying on bespoke handling for every account
- Deliver against key measures including NRR, GRR, expansion revenue, renewal rate and timeliness, business review completion, Customer Health Score, NPS, product adoption, milestone completion, and portfolio coverage
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
(Co-Founder & Chief Customer Officer)Previously worked at AB Inbev UK for 3 years, holding various positions such as National Account Executive and National Account Manager.
Matthias Geeroms
(Co-Founder & CFO)Previously Transfer Pricing Specialist at FOD Financien for 6 years.
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