Account Management Team Lead (SaaS)

TL;DR

Account Management Team Lead (SaaS): Leading and coaching a team of Account Managers to deliver exceptional customer outcomes across North America with an accent on retention, churn reduction, and strategic relationship building. Focus on developing people, solving complex customer escalations, and optimizing customer health metrics.

Location: Remote, North America (NORAM)

Company

hirify.global is a global hospitality platform providing an all-in-one PMS solution that powers properties across 150 countries.

What you will do

• Lead, coach, and develop a team of Account Managers across NORAM through regular 1:1s and performance reviews.
• Monitor and report team KPIs and customer health metrics to senior leadership.
• Manage high-stakes customer escalations, renegotiations, and retention conversations.
• Collaborate cross-functionally with Product, Partnerships, and Marketing for product pilots and integration launches.
• Analyze customer data to identify patterns and implement initiatives to reduce churn.
• Participate in leadership meetings to represent the team's needs and synchronize on global strategy.

Requirements

• 7+ years of experience in hospitality or hospitality technology, preferably in roles like Revenue, Front Desk, or Operations Manager.
• 2+ years of experience leading and managing a customer success or account management team.
• Strong analytical mindset with the ability to interpret reports in Salesforce and Zendesk.
• Exceptional communication skills for influencing stakeholders from front-line staff to senior leadership.
• Proven ability to handle professional conflict resolution and complex customer situations.
• Experience thriving in a fast-paced, results-driven remote environment.

Nice to have

• Experience with SaaS platforms such as PMS, RMS, or channel managers.
• Familiarity with CRM and support tools like Salesforce and Zendesk.
• Prior people leadership experience specifically within a hospitality tech or SaaS company.

Culture & Benefits

• Remote-first approach: "Remote First, Remote Always".
• Monthly Wellness Fridays for extended weekends.
• Full paid parental leave.
• Home office stipend based on country of residency.
• Professional development through hirify.global University and manager training.
• PTO in accordance with local labor requirements.