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. Success in this role means "harvesting and growing" the account: 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, and most importantly renewing contracts, expanding accounts, and upselling additional products or features.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
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
- 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
- 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
Requirements
What Are We Looking For
- 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
- Excellent relationship-building, negotiation, and executive communication skills
- Fluency in English and Arabic required (French is a plus)
- Willingness to travel regularly to client properties
- Highly proactive, entrepreneurial, and comfortable owning outcomes with a high degree of autonomy
Location
Dubai, United Arab Emirates
