At Lighthouse, we’re on a mission to disrupt commercial strategy for the hospitality industry. Our innovative commercial platform takes the complexity out of data, empowering businesses with actionable insights, advanced pricing tools, and cutting-edge business intelligence to unlock their full revenue potential.
Backed by $370 million in series C funding and driven by an unwavering passion for growth, we’ve welcomed five companies into our journey and have surpassed $100 million in ARR in 2024. Our 700+ teammates span 35 countries and represent 34 nationalities.
At Lighthouse, we’re more than just a workplace – we’re a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry’s most exciting rocket-ship? 🚀
We are seeking a Head of Global Customer Programs and Account Management to define, build, and implement programs for all account-managed Lighthouse customers. This person will work closely with our regional sales and account management teams, marketing, customer enablement, and operations teams, as well as product teams, to ensure that we have a best-in-class account management program and manage related customer programs. All programs will be focused on reducing churn, effective cross sell and upsell strategy, and maintaining high NPS scores.
This role will be responsible for implementing both tried and tested account management best practices, as well as creative solutions that highlight our unique position as a market leader. Lastly, this position will be responsible for measuring the effectiveness of our AM programs. As we are a data company, the person who is the right fit for this position must be a data-driven decision maker.
This role will work closely with our Director of Customer Engagement to ensure that ‘CTAs’ (calls to action) created in Gainsight are actioned through our Account Management teams.
What you will do
- Evaluate and measure the effectiveness of our Account Management programs and develop a roadmap of improvements to support our company objectives as they relate to large customers
- Develop and manage renewal campaigns and upsell/cross-sell initiatives through our regional Account Management teams
- Develop standardized process and reporting globally to measure program performance
- Implement, manager and report on programs to reduce influenceable churn
- Develop a segmentation and program entitlement model that provides maximum client value while keeping CAC inline with the segment.
- Work closely with our regional Account Management leaders to implement customer programs as well as set targets and KPI’s for our field teams
- Work with marketing and product teams to ensure the flow of relevant content and programs updates to our customer through regular client interactions
- Work closely with regional Account Management leaders to understand their regional needs and ensure that our company is meeting their expectations.
- Work closely with our Customer Enablement and Operations teams to develop customer training programs, including webinars, tutorials, and other educational resources for Account Managed clients
- Manage our Customer Advisory Board program
About our team
Join our dynamic Revenue team of over 150 sales professionals globally, represented in 24 countries, who are passionate about driving revenue and expanding our market share in the hospitality industry. As a large department with various roles, our team offers many opportunities for growth and career development. Our team works closely with customers, (including hotels, chains, STR and more) to help them achieve their revenue goals. As a member of our team, you'll have the opportunity to work with a dynamic group of professionals, learn from experienced leaders, and contribute to the success of our organization.
What's in it for you?
- Impactful work: Shape products relied on by 85,000+ users worldwide
- Competitive compensation: Proactively maintained to value your work
- Flexible working environment: Work from home or at one of our global offices
- Flexible time off: Autonomy to manage your work-life balance
- 401k matching: Up to 4%
- Health insurance: Two Blue Cross Blue Shield plans with 99% company contribution to the base plan and 50% for dependents and spouses, plus $25/month to HSA
- Employer paid Short and Long Term Disability + $50,000 Life Insurance
- Parental leave: 12 week company paid primary caregiver leave, 3 week company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan
- Wellbeing support: Subsidized up to 80% ClassPass subscription
- Referral bonuses: Earn rewards for bringing in new talent
Who you are
- Bachelor's degree in business, marketing, or a related field
- 7-10+ years of experience in customer success, customer retention, or a related field
- Proven track record of developing and implementing successful customer and retention programs
- Strong leadership and management skills, with the ability to lead a team of professionals
- Excellent communication skills, with the ability to communicate effectively with customers, colleagues, and senior executives
- Strong analytical skills, with the ability to analyze customer data and identify trends and opportunities
- Experience working in a SaaS company is highly desirable
- Understanding of the hospitality industry is a plus
- Experience working with SFDC and Gainsight
- Passion for delivering exceptional customer programs and account management results
- Experience working in cross-LOB and matrix roles is a must
Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. Our commitment to equality is not just a policy; it's part of our culture.
If you share our passion for innovation and teamwork, we invite you to join us in shaping the future of the hospitality industry. At Lighthouse, our guiding light is to be an equal opportunity employer, and we encourage individuals from all walks of life to apply.
We value the unique perspective and talents that you bring, and we're excited to see how your light can shine within our team. We can't wait to meet you and explore how we can grow and succeed together, illuminating the path towards a brighter future for the industry.
