Mid Market Onboarding Coach - Cloudbeds

About Cloudbeds

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 a Mid Market Onboarding Coach, you will empower our mid-market customers to transform their properties through our AI Smarts + Hospitality Hearts mission. You will manage and guide the onboarding experience for mid-market properties, serving as a trusted advisor and strategic partner throughout implementation, training, adoption, and launch. Leveraging your firsthand hospitality operations experience, you won't just teach the system—you will help hoteliers design processes that eliminate friction, allowing them to focus on their guests.

You will guide customers through the successful setup, learning, adoption, and optimization of the Cloudbeds platform and its features, helping them align technology with their operational goals and business objectives. This role requires a consultative mindset, balancing hospitality expertise with technical proficiency to ensure customers realize value quickly and confidently.

What You Bring to the Team

• Strategic Guidance: Serve as the trusted advisor for assigned mid-market customers, providing strategic guidance on operational workflows, change management, system configuration, and platform adoption throughout the onboarding journey.
• Onboarding Management: Manage and guide the onboarding experience for assigned mid-market properties, ensuring customer readiness, successful adoption, and confidence using the Cloudbeds platform.
• Relationship Building: Build trusted relationships with property leadership, owners, and key stakeholders to align onboarding objectives with business goals and operational outcomes.
• Cross-Functional Collaboration: Partner closely with Onboarding Project Management, Sales, Product, Customer Success, and Support to convert onboarding feedback into systemic operational improvements.
• Consultative Training: Deliver consultative training and coaching that empowers customers to successfully learn, adopt, and maximize the value of Cloudbeds features and functionality.
• AI & Tooling Adoption: Eagerly adopt AI and tooling to handle administrative work and repetitive training questions, freeing you to focus on strategic onboarding guidance and relationship building.
• Data Integrity: Maintain accurate records of customer activities in Salesforce, gather customer feedback, and share insights that help improve the customer experience and product roadmap.

What Sets You Up for Success

• AI Smarts: Exceptional technical aptitude and learning agility. You pick up new tools quickly and understand how to leverage AI to unlock time to focus on delivering personalized customer relationships.
• Hospitality Heart: Proven ability in emotional intelligence and trust-building. You are an Empathy Champion comfortable engaging directly with customers at all levels.
• Experience: 4+ years of hospitality operations experience, preferably in leadership or senior operational roles within hotels, resorts, hotel groups, or hospitality management companies.
• SaaS Experience: 2+ years of SaaS onboarding, implementation, customer success, account management, or customer-facing software experience is preferred.
• Domain Expertise: Demonstrate expertise in hotel operations, including front office, reservations, revenue management, guest services, distribution, and property management systems.
• Tech Stack Familiarity: Experience working with hospitality technology solutions such as PMS, CRS, Channel Managers, Revenue Management Systems, or related hotel software is strongly preferred.
• Adaptability: Comfortable working cross-functionally in a fast-paced, remote-first environment while balancing multiple priorities and customer needs.

Work Authorization

Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas.

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