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 to help customers design processes, implement technology, and optimize operational workflows.

What you will do

• Manage and guide the onboarding experience for assigned mid-market properties.
• Serve as a trusted advisor providing strategic guidance on operational workflows and system configuration.
• Guide customers through system setup, learning, and adoption of the Cloudbeds platform.
• Build relationships with property leadership and stakeholders to align objectives with business goals.
• Partner with Onboarding Project Management to execute onboarding plans and manage dependencies.
• Collaborate with Sales, Product, Customer Success, and Support teams.
• Facilitate the customer journey via video, phone, and email.
• Own the customer relationship and resolve escalated issues.
• Drive customer adoption and identify opportunities to expand feature utilization.
• Maintain accurate records of customer activities in Salesforce.

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.
• Experience managing complex customer onboarding, implementation, training, change management, or customer success initiatives.
• Ability to engage and influence stakeholders from operational users to executive decision-makers.
• Strong consultative, problem-solving, and project coordination skills.
• Ability to drive customer adoption and business outcomes through technology solutions.
• Exceptional technical aptitude and learning agility.
• Proven ability in emotional intelligence and trust-building.

Nice to have

• 2+ years of SaaS onboarding, implementation, customer success, account management, or customer-facing software experience.
• Experience working with hospitality technology solutions such as 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 is a remote team that builds a platform powering hotels across 150 countries. The company helps hoteliers transform operations and commercial strategy through a unified platform.