About Servme

Servme is a guest experience and CRM platform designed for the modern hospitality industry. The platform simplifies operations by offering table and seat management, waitlist functionality, guest profiling, commission-free online bookings, a comprehensive marketing suite, and detailed analytics. Servme integrates with various systems including telephone systems, point of sale (POS), hotel PMS, payment gateways, and major social platforms to provide an operational brain for restaurants, cafes, and hotels.

Role Overview: Account Manager

Servme is seeking a dedicated Account Manager to join its team in Riyadh, Saudi Arabia. This full-time role focuses on managing and growing relationships with flagship hotel and enterprise accounts. The Account Manager is responsible for retaining, deepening, and expanding these key accounts by building an intimate understanding of client operations, stakeholders, and goals. The position involves driving product adoption, managing contract renewals, and identifying opportunities for upsell and cross-sell to ensure continuous value for customers.

Core Responsibilities

• Serve as the primary point of contact for assigned accounts, fostering trusted relationships with property-level and group-level stakeholders.
• Conduct training and onboarding for accounts to ensure high product usability, adoption, and satisfaction.
• Develop a thorough understanding of each account's organizational structure, decision-making processes, and strategic priorities.
• Maintain a regular on-site or high-touch presence to anticipate emerging client 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, including additional venues/properties, new modules, upgraded packages, and add-on services.
• Develop and implement account growth plans with clear targets for expansion revenue and rollout across additional sites.
• Lead commercial discussions for upsell, cross-sell, and contract expansion, collaborating with Commercial leadership on pricing and negotiation.
• Track and report on the expansion pipeline and forecast revenue growth within assigned accounts.
• Manage account retention by proactively identifying and resolving risk signals.
• Conduct regular business reviews (QBRs) with senior client stakeholders to demonstrate value and realign priorities.
• Oversee renewal cycles from end to end, aiming for timely and favorable outcomes.
• Monitor account health metrics, such as usage, satisfaction, and support tickets, and intervene proactively.
• Act as the client's internal advocate, escalating and coordinating with Product, Support, and Engineering to resolve issues.
• Collaborate with the Team Lead to align on retention and growth best practices across the Account Management function.
• Coordinate with Marketing and Product on account-specific initiatives, case studies, or co-marketing opportunities.
• Maintain accurate and up-to-date account records and activity within the CRM system.
• Provide regular updates to leadership on account status, growth pipeline, and renewal timing.
• Own accurate revenue forecasting for assigned accounts.

Candidate Requirements

• A minimum of 4+ years of experience in key/strategic account management, enterprise customer success, or client-facing commercial roles.
• Experience within SaaS or hospitality technology sectors is preferred.
• Proven track record of managing and growing large, complex, multi-site accounts, such as hotel groups or F&B chains.
• Demonstrated success in generating expansion revenue through upsell, cross-sell, and multi-site rollout initiatives.
• Comfortable operating as a dedicated, embedded partner to a select number of high-value clients.

Key Skills and Competencies

• Ability to confidently engage senior stakeholders at Director level and above, including those in hospitality operations, IT, and procurement.
• Excellent relationship-building, negotiation, and executive communication skills.
• A data-driven approach to tracking account health and growth metrics.
• Highly proactive, entrepreneurial, and capable of owning outcomes with a high degree of autonomy.

Application Process

Candidates who meet the above qualifications are encouraged to apply for this full-time Account Manager position in Riyadh.