Job Description
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Head of Key Accounts, Hospitality (PMS)
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About Us
Planet is transforming the hospitality technology landscape by delivering something no one else can: a fully integrated platform that combines Property Management Systems (PMS), embedded payments, and a vast network of third-party integrations — all from a single provider, purpose-built for hospitality.
With over 13,000 hotel customers worldwide, we empower hotels to elevate every step of the guest journey — from booking to check-out — by eliminating friction and unlocking operational efficiency.
Whether on-premise or in the cloud, our solutions simplify complexity, reduce costs, and enhance the guest experience.
Backed by leading private equity investors, Advent International and Eurazeo, Planet is investing heavily in technology, service and support — and building the most complete and connected hospitality platform on the market.
Our Mission
We are committed to enabling connected commerce where payments and operations work seamlessly together, helping hotels deliver unforgettable guest experiences.
Role Overview
* Lead a team of 6-8 Account managers today with possibility for growth in the coming 12-18 months that are responsible for our most valuable hotel customers.
* Ensure strong commercial performance, drive retention and expansion, and foster deep, strategic partnerships.
Key Responsibilities:
* Leadership & Team Management
o Lead, mentor, and develop a high-performing team of 6–8 Key Account Managers
o Drive a culture of accountability, collaboration, and excellence
o Set clear KPIs and regularly review team performance against commercial targets
* Client Strategy & Relationship Management
o Own executive relationships with top-tier hotel clients
o Ensure a customer-centric approach across the account management lifecycle
o Act as an escalation point for key issues or growth opportunities
* Commercial Focus
o Drive retention, upsell, and expansion within top accounts
o Partner with sales, product, and payments teams to maximize commercial outcomes
o Monitor contract renewals, pricing strategies, and risk management
* Operational Excellence
o Implement structured account planning frameworks and reporting
o Standardize processes for onboarding, engagement, and QBRs
o Use data and CRM insights to drive decision-making and prioritization
* Cross-Functional Collaboration
o Work closely with Product, Support, Sales, and Marketing to deliver value to clients
o Serve as a voice of the customer internally, shaping product and service evolution
o Lead initiatives to improve customer satisfaction and advocacy
Requirements
* 8+ years of experience in key account management or customer success, preferably in B2B SaaS
* 3+ years of experience leading account management or client-facing teams
* Proven success managing strategic accounts in the hospitality or payments sector a strong plus
* Strong commercial acumen and experience in upselling, renewal management, and revenue expansion
* Highly structured and systematic; experienced with CRM systems (e.g., Salesforce, HubSpot)
* Exceptional communication and stakeholder management skills
* Comfortable working in a fast-paced, high-pressure environment
Benefits
At this role you will have the opportunity to join a company that delivers feel-good connected commerce, being part of a dynamic team that supports your personal growth, offers flexibility in your work schedule, and cares about its employees' well-being.