SMB Account Manager

This SMB Account Manager owns one of the company's most valuable relationships. It is a dedicated, hands-on role responsible for retaining, deepening, and growing flagship hotel or enterprise accounts. The role involves building intimate knowledge of the client's operations, stakeholders, and goals to maximize value on both sides. Success means expanding the company's footprint across additional venues, modules, and services, while protecting the relationship against churn and competitive displacement. This role is responsible for onboarding and training, driving product adoption and usability, renewing contracts, expanding accounts, and upselling additional products or features.

What Will You Do❓ Responsibilities:

• Serve as the single, dedicated point of contact for a set of accounts, building deep, trusted relationships with property-level and group-level stakeholders.
• Train and onboard accounts to keep product usability, adoption, and satisfaction high.
• Develop an intimate understanding of each account's organizational structure, decision-making process, and strategic priorities.
• Act as an embedded partner, maintaining a regular on-site or high-touch presence to stay ahead of emerging needs.
• Build multi-threaded relationships across operations, F&B, IT, and procurement functions within each account.
• Identify and execute opportunities to expand the company's footprint within each account — additional venues/properties, new modules, upgraded packages, and add-on services.
• Build and execute account growth plans with clear targets for expansion revenue and rollout across additional sites.
• Lead commercial conversations on upsell, cross-sell, and contract expansion, partnering with Commercial leadership on pricing and negotiation.
• Track and report on expansion pipeline and forecast revenue growth within assigned accounts.
• Own retention for assigned accounts, proactively identifying risk signals and acting quickly to resolve them.
• Run regular business reviews (QBRs) with senior client stakeholders to demonstrate value delivered and realign on priorities.
• Manage renewal cycles end to end, ensuring on-time, favorable outcomes.
• Monitor account health metrics (usage, satisfaction, support tickets) and intervene proactively.
• Act as the client's internal advocate, escalating and coordinating with Product, Support, and Engineering to resolve issues quickly.
• Partner with the Team Lead to align on retention and growth best practices across the wider Account Management function.
• Coordinate with Marketing and Product on account-specific initiatives, case studies, or co-marketing opportunities where appropriate.
• Maintain accurate, up-to-date account records and activity in the CRM.
• Provide regular updates to leadership on account status, growth pipeline, and renewal timing.
• Own accurate revenue forecasting for assigned accounts.

What Are We Looking For❓ Requirements:

• 4+ years of experience in key/strategic account management, enterprise customer success, or client-facing commercial roles, ideally within SaaS or hospitality tech.
• Proven experience managing and growing large, complex, multi-site accounts (hotel groups, F&B chains, or similar).
• Strong track record of expansion revenue generation: upsell, cross-sell, and multi-site rollout.
• Comfortable operating as a dedicated, embedded partner to a small number of high-value clients, rather than managing a broad book of business.
• Confident, engaging senior stakeholders (Director level and above), including in hospitality operations, IT, and procurement.
• Excellent relationship-building, negotiation, and executive communication skills.
• Data-driven approach to tracking account health and growth metrics.
• Fluency in English and Arabic required (French is a plus).
• Highly proactive, entrepreneurial, and comfortable owning outcomes with a high degree of autonomy.