Onboarding Coach - Guest Experience - LATAM

About Cloudbeds

At Cloudbeds, we are 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. We operate with a completely remote team building AI-powered solutions that solve hoteliers' biggest challenges.

Working Hours: Shifts ranging from 11:00 AM – 8:00 PM UTC to 1:00 PM – 10:00 PM UTC.

How You'll Make an Impact

As an Onboarding Coach, you will empower our clients to transform their properties. You will drive the shift from a pure training function to a strategic business partner. Leveraging your firsthand hospitality operations experience, you will help hoteliers design processes that eliminate friction, allowing them to focus on their guests.

In this role, you will train clients on the Cloudbeds platform, making sure they are confident using it to power their hospitality business, personalizing communication to demonstrate how our platform simplifies operations.

Responsibilities

• Standardize and Personalize: Harness AI and smart tooling to manage administrative tasks and repetitive training questions, freeing up time to focus on strategic onboarding and deep product adoption.
• Drive Operational Excellence: Partner with Sales and Product to translate Guest Experience onboarding feedback into systemic operational improvements.
• Support Knowledge Sharing: Maintain full client context throughout the onboarding journey to ensure insights are captured, searchable, and reusable.
• Facilitate the Full Customer Journey: Manage the customer path for Guest Experience and Marketing via ongoing support over video, phone, and email.
• Define and Deliver Success: Partner with Sales to establish clear success metrics, demonstrate ROI, and support customer retention.
• Build Lasting Loyalty: Cultivate strong customer relationships that ensure platform adoption and long-term brand loyalty.
• Master the Product: Develop a deep understanding of Cloudbeds' products, integrations, and evolving customer needs across our Guest Experience and Marketing platform.
• Contribute to Knowledge Base: Build out training materials, capture insights, and stay up to date on system changes and new features.
• Maintain Data Accuracy: Log customer activities in Salesforce, gather actionable feedback, and share insights with internal teams.

Requirements

• 3+ years of 5-star hospitality experience in key roles (Front Office or Revenue Manager) within a leading hotel brand, OR at least 3 years of relevant SaaS industry experience in a customer-facing role.
• Deep expertise in Guest Experience communications.
• Proven ability to translate complex, AI-driven concepts (Revenue Intelligence) into clear, practical business terms for clients.
• Exceptional communication skills with empathy and a customer-focused approach.
• Ability to communicate product offerings clearly and synthesize customer feedback for product and engineering teams.
• Experience empowering clients to become self-sufficient during onboarding and throughout their lifecycle.
• Strong organizational skills to manage multiple projects or accounts simultaneously.
• Familiarity with CRM and email marketing platforms.
• Must be currently authorized to work in Latin America without requiring visa sponsorship.

Bonus Skills

• Fluency in English, Portuguese, Spanish, Thai, or Tagalog.
• Project Management certification.

Benefits

• 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 and internal upskilling programs