At a Glance
- Tasks: Lead account management for hospitality clients, driving retention and expansion.
- Company: Join Milestone Inc., a leader in digital experience software focused on AI-driven solutions.
- Benefits: Enjoy competitive salary, remote work options, and opportunities for professional growth.
- Other info: Dynamic role with potential for career advancement in a fast-paced environment.
- Why this job: Make a real impact in the hospitality industry with cutting-edge technology and innovative strategies.
- Qualifications: 7-10 years in SaaS or MarTech, strong account management skills, and hospitality experience required.
The predicted salary is between 121500 - 148500 $ per year.
Milestone Inc. is a leading Digital Experience Software and Services company focused on AI-first discovery, personalization, and conversion across all digital touchpoints. Our platform enables brands to be visible in search engines and AI answer engines through structured data, entity intelligence, and AI-driven orchestration.
Role Overview
Milestone is seeking a hands-on, revenue-oriented Director, Account Management Hospitality Vertical to own retention, expansion, and customer outcomes across a portfolio of strategic enterprise accounts in the hospitality vertical. It is primarily a senior individual-contributor role in which the Director carries their own book of business and is measured on the outcomes they drive within it, and it may over time include a small number of direct reports as the team evolves. The Director serves as the primary executive-facing partner and quarterback for their accounts. This is a revenue-adjacent role, accountable for GRR, NRR, churn reduction, expansion, time-to-value, and customer delight, not just customer satisfaction.
Must-Have Qualifications
- Strong omnichannel search experience: technical SEO, structured data/schema, local and near-me discovery, AI answer engines, and generative engine optimization (GEO), paired with digital strategy experience.
- Hospitality experience: direct, substantial experience serving hospitality brands (hotels, resorts, restaurants, travel, or multi-location operators).
- AI/MarTech experience: hands-on familiarity with modern MarTech (CDPs, CRMs, personalization, attribution, campaign orchestration) and AI-driven engagement technologies.
- Data and analytics: fluency with adoption, journey, retention, and search/performance data to drive decisions and prove value.
- Account management: proven ownership of enterprise accounts, retention, and expansion as a trusted executive partner.
Key Responsibilities
- Personally own and improve GRR, NRR, churn, expansion ARR, CLV, and cohort health across an assigned book of strategic enterprise accounts.
- Operate and forecast a multi-million-dollar portfolio, carrying individual accountability for the number.
- Run end-to-end lifecycle playbooks account by account across onboarding, adoption, value realization, renewal, and expansion.
- Maintain a rigorous operating cadence: QBRs, executive business reviews, health scoring, churn-risk reviews, and expansion planning.
- Identify and drive systematic expansion within accounts so customers on the Milestone product stack have defined ARR growth year over year.
Ideal Candidate Profile
We are seeking a data-driven, execution-focused senior individual contributor who:
- Has strong account-management skills and thrives inside large, complex, multi-stakeholder customer organizations.
- Builds trust and credibility with senior and C-suite buyers, and keeps relationships multi-threaded.
- Thinks in outcomes, revenue, and value, not just relationships.
- Knows the hospitality industry well and can speak the language of hospitality buyers.
- Is technically fluent in omnichannel search (technical SEO, structured data, GEO) and comfortable in detailed search and analytics conversations.
Required Experience & Qualifications
- 7-10 years in SaaS, MarTech platforms, agencies, or high-growth B2B environments.
- Direct, substantial experience serving the hospitality vertical (required).
- Strong omnichannel search experience across Technical SEO, CMS, Platform, Websites, Content, Schema, Local and near-me discovery, Paid, analytics, Generative Engine Optimization (GEO), and the digital commercial omnichannel strategy that ties them together.
- Hands-on AI and MarTech experience: CDPs, CRMs, personalization, attribution, campaign orchestration, and AI-driven engagement tools (required).
- Strong data and analytics skills, using adoption, journey, retention, and search/performance data to drive decisions (required).
Director – Account Management in Winnipeg employer: Milestone Inc.
Milestone Inc. is an exceptional employer for the Director - Account Management (Hospitality) role, offering a dynamic work culture that prioritizes innovation and collaboration across global teams. Employees benefit from a strong focus on professional growth, with opportunities to engage in cutting-edge AI-driven technologies while serving prestigious hospitality clients. The company's commitment to employee success is reflected in its supportive environment, competitive compensation, and emphasis on meaningful outcomes that drive both personal and organizational achievements.
