Lead, SMB Onboarding, Thailand

The role

You will lead, mentor, and develop a team of SMB Onboarding Coaches, Guest Experience Onboarding Coaches and Accounting Specialists. You will drive onboarding strategy and partner with cross-functional teams to ensure customers receive a seamless experience from implementation through launch.

What you will do

• Lead, mentor, and develop a team of SMB Onboarding Coaches, Guest Experience Onboarding Coaches and Accounting Specialists
• Drive employee engagement, performance, retention, and professional growth
• Partner with Customer Success Lead, Onboarding Directors and regional Onboarding Leads on strategy
• Drive team performance against key onboarding metrics
• Support team members through complex customer engagements and escalations
• Identify opportunities to improve onboarding processes and team efficiency
• Build strong relationships with leaders across various departments
• Establish effective feedback loops for customer insights
• Leverage AI and scalable tools to increase team effectiveness
• Travel to customer properties on-site as needed

Required qualifications

• 4+ years of hospitality management experience
• 2+ years of experience in strategic, project management, implementation, onboarding, customer success, or operational leadership roles
• Success leading and influencing others through coaching, mentorship, stakeholder management, and cross-functional collaboration
• Expertise in hospitality operations, including front office, reservations, revenue management, guest services, distribution, and property management systems
• Willingness and ability to travel occasionally to customer locations
• Strong leadership and communication skills
• Continuous improvement mindset
• Excellent presentation and facilitation skills
• Comfortable working in a fast-paced, remote-first environment

Nice to have

• Experience working with hospitality technology solutions such as PMS, Channel Managers, Revenue Management Systems, CRM, CRS or related hotel software
• Experience supporting multi-property operators, hotel groups, or complex 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 building a platform that powers hotels across 150 countries. The company has been recognized for excellence, including being a Deloitte Technology Fast 500 company.