Full job description

Who Are We❓

We Are Servme! A powerhouse guest experience and CRM platform built for modern hospitality. Born to simplify operations, we offer table and seat management, waitlist, guest profiling, commission-free online bookings, a full marketing suite, and razor-sharp analytics. Purpose-built from the front to the back of the house, Servme seamlessly integrates with telephone systems, point of sale, hotel PMS, payments, and major social platforms like Facebook, Google, and Instagram.

We're not just another booking tool — we're the operational brain behind smarter restaurants, cafes, and hotels. And yes, we're growing fast. With a relentless focus on streamlining hospitality, Servme is becoming the go-to guest experience platform in the region and beyond. Ready to serve smarter? That's Servme.

The Job in a Nutshell

This SMB Account Manager owns one of Servme's most valuable relationships. It is a dedicated, hands-on role responsible for retaining, deepening, and growing flagship hotel or enterprise accounts. The role goes deep on a key accounts, building intimate knowledge of the client's operations, stakeholders, and goals to maximize value on both sides. Success in this role means “harvesting and growing” the account: expanding Servme'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. The ideal candidate combines strong relationship management skills with a revenue-focused mindset, ensuring customers see continuous value from Servme and remain long-term partners.

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 Servme'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
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