Mid Market Onboarding Coach

The role

You will manage and guide the onboarding experience for mid-market properties. You will serve as a strategic partner through implementation, training, adoption, and launch to ensure customers realize value from the platform.

What you will do

• Serve as a trusted advisor for assigned mid-market customers on operational workflows and system configuration.
• Own the customer relationship end-to-end from setup through transition to support.
• Build relationships with property leadership and stakeholders.
• Partner with Onboarding Project Management to execute implementation plans.
• Identify opportunities to expand platform and feature adoption.
• Collaborate with Sales, Product, Customer Success, and Support to improve systems.
• Deliver consultative training and coaching to customers.
• Identify and remove risks in complex customer engagements.
• Adopt AI and tooling to handle administrative work.

Required qualifications

• 4+ years of hospitality operations experience
• Expertise in hotel operations including front office, reservations, revenue management, guest services, distribution, and property management systems
• Emotional intelligence and trust-building skills
• Ability to engage with customers from operational users to executive decision-makers
• Strong consultative, problem-solving, and project coordination skills
• Technical aptitude and learning agility

Nice to have

• 2+ years of SaaS onboarding, implementation, customer success, account management, or customer-facing software experience
• Experience with hospitality technology solutions (PMS, CRS, Channel Managers, Revenue Management Systems, or related hotel software)
• Experience supporting multi-property operators, hotel groups, or more complex hospitality organizations
• Experience leading operational transformation, technology rollouts, or process improvement initiatives within hospitality organizations

Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University
• Access to professional development, including manager training, upskilling, and knowledge transfer

Before you apply

• Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship
• Cloudbeds is unable to provide sponsorship for work visas

About the company

Cloudbeds builds a platform that powers hotels across 150 countries. The company is a remote team that provides a unified platform for hospitality operations.