Account Manager (Hospitality SaaS)

TL;DR

Account Manager (Hospitality SaaS): Manage a portfolio of LATAM customers valued at $900,000–$1,000,000 USD, building relationships, identifying upsell opportunities, and minimizing churn with an accent on strategic guidance and platform optimization. Focus on analyzing usage data, coordinating escalations, and synthesizing feedback to drive product engagement and customer success outcomes.

Location: Remote (LATAM business hours required; experience in LATAM hospitality market)

Company

hirify.global is a remote-first platform powering properties across 150+ countries with AI-driven hotel management solutions.

What you will do

• Serve as main point of contact for LATAM customer portfolio, managing escalations and ensuring seamless experiences
• Build relationships to achieve retention, identify upsells, and implement strategies to minimize churn
• Drive product engagement and growth through consultative recommendations based on hospitality expertise
• Analyze data and usage patterns to optimize platform utilization and identify at-risk accounts
• Coordinate with support teams on issues and leverage hospitality knowledge for complex challenges
• Gather customer feedback and insights to inform product roadmap and cross-team collaboration

Requirements

• 5+ years hospitality experience in roles like Revenue Manager, Front Desk Manager, Operations Manager, or General Manager
• Strong understanding of hotel operations, revenue management, front desk workflows, reporting, and PMS
• Experience in LATAM hospitality market with knowledge of regional needs and practices
• Exceptional communication with empathy and resilience
• Fluent Spanish (native or professional proficiency) and comfortable with LATAM business hours
• Ability to learn platforms quickly and manage multiple accounts with strong organization

Nice to have

• Experience with hospitality SaaS or tech solutions in customer-facing roles
• Portuguese proficiency
• Familiarity with CRM platforms (Salesforce, HubSpot) and data analysis tools

Culture & Benefits

• Remote First, Remote Always with a global team across 40+ countries
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays for extra long weekends
• Full paid parental leave
• Home office stipend based on country of residency
• Professional development via hirify.global University, manager training, and upskilling