Strategic Technical Account Manager

• 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
• 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
• 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
• 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

Benefits

• Vision & dental Insurance
• Work from home opportunities
• Health insurance

• Revenue management and business intelligence experience: comfortable navigating data models, OTB vs. Actuals, and adoption/usage metrics
• 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
• Proven experience building executive-level relationships and owning commercial outcomes - renewals, expansion, and retention
• 6+ years in strategic account management, technical account management, or enterprise customer success in a SaaS environment
• Strong understanding of hospitality technology - PMS systems, OTAs, channel managers, or revenue management workflows
• AI-first proficiency: daily use of Claude, Gemini, or similar tools; treats a large portfolio as a systems problem, not just a skills problem
• Product-obsessed: understands the revenue manager’s daily workflow at the property level
• AI-obsessed: uses AI daily because it makes them 10x more effective
• Disciplined at scale: manages a large portfolio as a systems problem, not just a skills problem
• 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!
• Experience in a commercial overlay or technical advisory role
• Familiarity with Lighthouse or comparable hospitality intelligence platforms
• Working knowledge of API and integration concepts sufficient to field integration-related questions
• Experience with Salesforce, Gainsight, or similar CRM/CS tooling