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.

Role Overview

As an Onboarding Coach, you'll be part of our Customer Onboarding Team, playing a vital role in bringing our motto "more reservations, happier guests" to life. You'll demonstrate to clients how our system simplifies their operations, caring for their properties with the same dedication as a hotel guest experience. In this role, you will train clients, tailor system setups to their specific business needs, and build full confidence in using Cloudbeds.

Key Responsibilities

• Facilitate client onboarding, training, and ongoing support via video, phone, and email.
• Resolve customer inquiries and troubleshoot escalated issues across multiple channels.
• Partner with Sales to define success, demonstrate ROI, and drive retention.
• Build strong client relationships to encourage loyalty and promote product adoption.
• Develop a deep understanding of Cloudbeds’ products and customer needs.
• Contribute to training materials and stay updated on system changes.
• Record activities in Salesforce, gather feedback, and share insights for product improvements.

What Sets You Up for Success

• 3+ years of 5-star hospitality experience in key roles (Front Desk or Revenue Manager) within a leading hotel brand, or at least 3 years of relevant SaaS industry experience in a customer-facing role.
• Fluency in English.
• Ability to communicate product offerings clearly and synthesize feedback for internal teams.
• Strong organizational and proactive skills to manage multiple projects or accounts.
• Empathy and a customer-focused approach to empowering clients during onboarding and beyond.
• Skill in sharing customer insights across departments to drive strategic alignment.

Recommended Skills

• Project Management certification

Work Authorization

Applicants must be currently authorized to work in Indonesia without requiring visa sponsorship. Cloudbeds is unable to provide sponsorship for work visas at this time.

Benefits & Perks

• Remote First, Remote Always
• Paid Time Off (PTO) in accordance with local labor requirements
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses via Cloudbeds University, upskilling, and manager training