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Lighthouse is an AI-powered commercial strategy platform for hospitality, trusted by tens of thousands of hotels across 185 countries, including all top 15 global chains. With $370M in Series C funding and over $100M ARR, the company is scaling rapidly across 850+ teammates in 35 countries.
The Technical Account Manager is a senior commercially oriented technical advisor within the Revenue team, managing a portfolio of complex, high-value accounts. This role combines deep Lighthouse product and integration expertise with commercial judgment and proactive account management. You will act as a trusted technical advisor to customer stakeholders, identify risks and opportunities before they escalate, and translate technical capabilities into measurable business value.
Key Responsibilities:
**Strategic Account & AE Partnership:** 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. Tailor engagement based on account value, complexity, health, and commercial opportunity.
**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 is positioned as "senior" and requires deep technical expertise in SaaS products, integrations, APIs, data structures, and hospitality domain knowledge. Candidates should have demonstrated experience in technical account management, customer success, or similar roles managing complex B2B SaaS accounts, with strong ability to bridge technical and commercial conversations.
