Account Manager (f/m/d)

Join Apaleo and Shape the Future of Hospitality Tech! Apaleo is the world’s most open, AI/ API-first property management platform powering the next generation of hospitality operations. Its modular, AI-powered infrastructure enables hoteliers to customise their tech stack, automate routine work, and deliver seamless, personalised guest experiences, powered by best-in-class apps and autonomous AI agents that adapt to every stay. Apaleo is scaling fast, and a growing part of our next stage of growth will come from our existing customers. We have built a clear account management framework with defined service levels for each customer segment. Now it is about bringing this to life across our portfolio, with proactive account planning, sharper prioritisation and commercial motions that create lasting value for our customers. We are looking for an Account Manager to join our commercial team. You will own a portfolio of mid-market hospitality customers end to end and support our wider customer base, reporting to and working alongside our Account Director to drive renewals, expansion and long-term retention. This is a hands-on commercial role for someone who already knows how to manage customer relationships and grow revenue, and who wants to grow their scope as the team scales. As one of the first hires in our Account Management team, you will help build and shape the function. Many of our processes are still taking form, so you know how to prioritise and you are comfortable working in a fast-paced environment where not everything is fully established yet. You will collaborate closely across teams, including Customer Success, Sales, Legal, Finance and our senior leadership team. You will directly contribute to Net Revenue Retention (NRR) across your portfolio. What You’ll Be Up To: • Own a portfolio of mid-market hospitality accounts end to end and support our pooled customer base. You will build strong relationships with owners and senior decision makers and act as a sparring partner on thier broader business strategy, beyond Apaleo. • Drive renewals, upsells and cross-sells by identifying where customers can get more out of the Apaleo platform and our additional products and services, and by progressing opportunities through to close. • Develop account plans with your customers , identifying possibilities to increase adoption, revenue and long-term value. • Run regular business reviews with priority customers to review performance, progress against goals, opportunities and challenges. • Track account health and identify growth opportunities , using commercial, usage and engagement data to act early on churn risk. • Be the primary commercial contact for your portfolio. You will lead day-to-day commercial conversations and negotiations with owners, general managers and finance leads, and loop in the Account Director on larger negotiations or strategic decisions. • Be a true team player , supporting colleagues across Account Management on day-to-day tasks and additional accounts, and making sure we achieve our goals as a team. • Work hand in hand with Customer Success on every account, aligning account plans, account health and customer outcomes. • Coordinate cross-functional support for customers , bringing in Legal, Finance, Product and other teams when needed to move topics and opportunities forward. • Keep your pipeline, forecast and account data accurate in our CRM, and share customer feedback and market insights with Product and Marketing. What You’ll Bring to the Team: • Proven experience in account management, sales or another commercial customer-facing role, ideally in B2B SaaS. • A clear commercial drive . You enjoy owning targets, spotting opportunities and closing them. • Strong relationship-building and ne