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Salary: USD 65,000 - 79,500 / annual
Lighthouse is a Series C-funded AI platform transforming commercial strategy in hospitality, with $370M in funding and $100M+ ARR. As an Account Manager, you will own a portfolio of approximately 80 mid-market Tier 2 accounts valued at $20K–$150K ARR, serving as the primary point of contact for building multi-threaded stakeholder relationships.
Key responsibilities include building and executing account plans that integrate product and AI adoption roadmaps, prioritized by revenue at risk and expansion potential. You will conduct two business reviews annually per account, incorporating usage, adoption, and ROI data from Lighthouse products (Ernest, Connect AI, Pricing, Performance, Direct Plans) and tools like Salesforce, Looker, and Gainsight. You will own the complete renewal process, interpreting usage metrics and adoption signals to ensure timely contract execution and retention.
You will identify and drive expansion opportunities—upsell, cross-sell, and multi-property deals—using product engagement signals as commercial triggers. A core responsibility is driving AI product adoption by building per-account adoption roadmaps, monitoring milestones, and initiating proactive outreach when adoption stalls. You will deliver structured best-practice and education sessions focused on platform utilization and AI workflow adoption, including webinars and group training.
You will develop fluency across Lighthouse's product suite, guide customers through data models and market code mapping, discuss integrations (PMS connections, data feeds, API configuration), and partner with Product, Support, Implementation, Sales, Customer Care, and Engineering to resolve complex escalations. You will maintain complete account health visibility in Gainsight and Salesforce, track support history in Intercom and Jira, and work at scale by building repeatable plays and templates rather than bespoke handling.
Success is measured by NRR, GRR, expansion revenue, renewal rate, business review completion, Customer Health Score, NPS, product adoption, and portfolio coverage. You will serve as the voice of the customer internally and advocate for client needs. The role requires strong product knowledge, commercial judgment, technical fluency, and AI-first proficiency—you will use Claude, Gemini, and internal AI-native tooling daily.
