Account Manager | Smartchat

At Smartness, we are building the future of hospitality tech. Our SaaS helps lodging providers boost revenues by 30%+ and get more direct bookings. We are the fastest-growing B2B SaaS in the industry, trusted by 4,000+ clients across 40+ countries, with billions of euros in bookings processed. Backed by top international investors and named one of Italy's Top 10 LinkedIn Startups, we are on a mission to scale globally. Want to grow with us? Let's go! About The Role

In this role, you will be responsible for turning Smartchat into a true growth engine for our customers. You won’t just manage accounts — you will drive adoption, optimize operations, and elevate how our clients communicate with their guests. Your mission is clear: increase retention, maximize product value, and transform guest communication from a reactive task into a structured, scalable process.

• Own the relationship after onboarding. Be the go-to strategic partner for your accounts and drive their long-term success.
• Run sharp, structured check-ins to monitor satisfaction, usage, and overall account health.
• Spot churn risks and adoption gaps early — and act fast to turn them into growth opportunities.
• Turn data into action. Analyze usage and performance metrics to unlock new adoption opportunities and measurable improvements.
• Push feature adoption and help clients get the most out of Smartchat — every feature, every workflow.
• Deliver targeted training sessions to boost confidence, consistency, and impact.
• Act as a strategic advisor on guest communication. Redesign workflows, define standards, and implement clear escalation and response guidelines.
• Transform fragmented, manual operations into structured, scalable support systems.
• Help clients shift from reactive firefighting to proactive, performance-driven communication.
• Set clear improvement goals with your clients and track progress relentlessly.
• Drive retention through proactive engagement and continuous value creation.
• Identify upsell and expansion opportunities naturally through impact.
• Collect structured feedback and feed it back into the product to make Smartchat stronger, smarter, and indispensable.

We’re looking for someone who can operate on two levels — seamlessly. A relationship-driven Account Manager and a process-oriented Consultant. Someone who understands that when adoption slows down, it’s rarely a product problem — it’s a process problem. And takes ownership of fixing both.

• Strong experience in Account Management or Customer Success. You know how to build trust, drive retention, and create long-term value.
• Experience training and instructing chatbots. You are able to structure knowledge bases, define conversation flows, optimize responses, and continuously improve AI performance based on real user interactions.
• Proven ability to consult on operational processes — especially customer support workflows. You don’t just suggest features; you redesign how teams work.
• Analytical mindset. You’re comfortable diving into usage and performance data and turning insights into concrete action plans.
• Excellent communication skills in Italian and English (German is a strong plus).
• Experience with CRM tools - HubSpot preferred.
• Ability to manage multiple accounts and priorities simultaneously without losing focus or quality.
• Experience in SaaS or hospitality tech environments.

• Work in a small and top-performing team that moves extremely fast, where you are crucial.
• Work without having to deal with jerks and ego-maniacs.
• The opportunity to join one of the best travel-tech sales teams in Europe.
• A place where your talent can blossom.
• An environment where mistakes are allowed – we make bold choices to achieve ambitious goals, learn from mistakes, and move forward.
• A place where your voice matters – meetings provide space for new ideas and projects, regardless of your role or seniority.
• Continuous growth – we challenge the status quo, renewing our sales processes and approaches to meet challenging goals.
• We have fun while working! We are easygoing people.
• Work with the best software out there to automate repetitive tasks and let you focus on customers and targets.
• Remote working with frequent opportunities to meet up.
• Fun and enriching experiences – unforgettable team-building events that go beyond the usual outings.
• Competitive salaries and bonuses – as a meritocratic team, we recognize talent and hard work, rewarding them appropriately.

• We're highly driven and set our goals higher than most, pushing boundaries others may deem impossible.
• We work much harder than most companies out there.
• Every day, we step out of our comfort zones, fueling rapid growth and learning, even though it might come with its stress.
• We hold ourselves and our team to the highest standards of excellence and culture.
• Should we feel that this role isn't the right match for you, for the benefit of both parties, we may need to part ways.

We hope this sheds light on whether this could be your next adventure. If you believe it is, we warmly invite you to apply. Discover your full potential with us!