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Lighthouse is an AI-powered commercial strategy platform for hospitality, serving 85,000+ users across 185 countries. With $370M in Series C funding and $100M+ ARR, the company is scaling rapidly with 850+ employees across 35 countries.
The Senior Technical Account Manager is a commercially oriented technical advisor within the Revenue team, managing a portfolio of complex, high-value hotel and hospitality accounts. This role combines deep product expertise with account management acumen to drive adoption, retention, and expansion.
Key Responsibilities:
Strategic Account Management: Own the technical relationship across a portfolio of complex managed accounts. Partner closely with Account Executives on account strategy, retention, expansion, and renewal planning. Proactively identify adoption gaps, technical risks, expansion opportunities, and churn signals. Provide usage, adoption, ROI, and technical insights to support renewals and commercial conversations. Lead or contribute to QBRs, adoption reviews, renewal preparation, and executive customer engagements.
Product & Technical Expertise: Serve as a senior subject matter expert across Lighthouse products, integrations, data, and AI capabilities. Understand BI data structures, market codes, OTB vs. Actuals, and common data-quality issues. Demonstrate strong knowledge of Connect AI, PMS/OTA connectivity, Rate Insight & Parity, The Hotels Network, Market Insight, and Ernest/Revenue Agent. Understand APIs, data flows, PMS/channel integrations, and common integration failure points well enough to scope, diagnose, and explain complex scenarios. Own the customer-facing technical narrative while partnering with Customer Care, Engineering, and Product on underlying resolution.
Customer Adoption & Value Realization: Build account-specific adoption plans that connect Lighthouse capabilities to customer business outcomes. Drive sustained adoption of core products, advanced functionality, and AI capabilities. Lead best-practice sessions, technical value reviews, and targeted adoption engagements. Monitor adoption milestones and proactively intervene when customers are not realizing expected value. Develop and share scalable best practices, playbooks, and customer-facing content.
AI-First Account Management: Actively drive adoption of Ernest/Revenue Agent and other AI capabilities across the portfolio. Use Claude, Gemini, and Lighthouse AI tools daily to improve account analysis, preparation, communication, and prioritization. Translate AI capabilities into practical customer use cases and measurable outcomes. Identify opportunities to automate repetitive account-management activities and improve portfolio scalability. Validate AI-generated insights and maintain high standards of accuracy and customer relevance.
Cross-Functional Leadership: Act as a senior bridge between Commercial, Customer Care, Engineering, Product, and customers. Bring structured customer feedback and product insights into internal teams. Coordinate complex technical engagements and ensure clear ownership and communication. Share technical and commercial best practices with other TAMs and AEs. Contribute to improvements in TAM processes, playbooks, tooling, and operating models.
You'll join a global Revenue team of 150+ sales professionals across 24 countries, working in a collaborative, high-energy environment with real opportunities for career growth.
Requirements:
The posting does not explicitly state years of experience, education, or formal certifications required. However, the role expects: deep knowledge of hospitality software, PMS/OTA integrations, and data analytics; strong commercial acumen and account management experience; demonstrated ability to manage complex, high-value customer relationships; technical depth sufficient to diagnose integration issues and explain data flows; proficiency with AI tools (Claude, Gemini) and willingness to leverage AI in daily work; and proven ability to drive adoption and value realization with enterprise customers.
