Lead, SMB Onboarding, Thailand - Cloudbeds

What Makes Cloudbeds Unique

At Cloudbeds, we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges.

How You'll Make an Impact

As the SMB Onboarding Lead, you will lead, mentor, and develop a team of SMB Onboarding Coaches, Guest Experience Onboarding Coaches and Accounting Specialists, responsible for delivering exceptional onboarding experiences for Cloudbeds' customers within Thailand.

Your primary focus will be building a high-performing, customer-centric team by providing coaching, performance management, professional development, and operational leadership. You will empower your team to successfully guide customers through implementation, adoption, and launch while driving consistency, quality, and customer satisfaction across onboarding engagements.

What You'll Bring to the Team

• Lead, mentor, and develop a team of SMB Onboarding Coaches, Guest Experience Onboarding Coaches and Accounting Specialists fostering a culture of accountability, collaboration, and continuous improvement.
• Drive employee engagement, performance, retention, and professional growth through ongoing coaching, feedback, and development planning.
• Partner closely with the Customer Success Lead, Onboarding Directors and fellow regional Onboarding Leads to align on onboarding strategy, share best practices, and ensure consistency in execution and customer outcomes across regions.
• Drive team performance against key onboarding metrics, including customer satisfaction, onboarding quality, adoption, and time-to-launch.
• Support team members through complex customer engagements, escalations, and implementation challenges.
• Champion operational excellence by identifying opportunities to improve onboarding processes, team efficiency, and customer outcomes.
• Leverage AI and scalable tools to reduce administrative work, increase team effectiveness, and enable more meaningful customer interactions.
• Travel to customer properties on-site as needed to support complex implementations, strengthen customer relationships, assist with escalations, and ensure successful onboarding and go-live experiences.

What Sets You Up for Success

• AI Smarts: Exceptional learning agility, strategic thinking, and operational leadership skills. You leverage data, AI, and technology to drive efficiency and improve team performance.
• Hospitality Heart: Proven ability to build trust, develop people, and lead with empathy. Passionate about coaching and mentoring.
• Bring 4+ years of hospitality management experience, preferably within hotels, resorts, hotel groups, or hospitality management companies.
• Bring 2+ years of experience in strategic, project management, implementation, onboarding, customer success, or operational leadership roles.
• Expertise in hospitality operations, including front office, reservations, revenue management, guest services, distribution, and property management systems.
• Experience working with hospitality technology solutions such as PMS, Channel Managers, Revenue Management Systems, CRM, CRS or related hotel software is strongly preferred.
• Applicants must be currently authorized to work in Thailand without requiring visa sponsorship.

Discover our 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