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Mid Market Onboarding Coach

1 month ago
Switzerland, Portugal, Philippines, Morocco
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
Salesforce
Apply Now
Cloudbeds

Cloudbeds

Cloudbeds provides a top-rated hospitality management system for hotels and properties worldwide, offering seamless operations, revenue optimization, and online booking capabilities to enhance guest experiences and drive revenue growth.

Internet Software & Services
251-1K
Founded 2012
$248M raised
View All Jobs 16

Description

  • Manage onboarding experiences for assigned mid-market properties from setup through hypercare and transition to support.
  • Advise customers on operational workflows, change management, system configuration, and platform adoption.
  • Build trusted relationships with property leaders, owners, and key stakeholders to align onboarding with business goals.
  • Partner with Onboarding Project Management to execute plans, manage dependencies, and achieve implementation milestones.
  • Deliver consultative training and coaching through video, phone, and email.
  • Identify risks, resolve escalated issues, and coordinate cross-functional resources to support customer outcomes.
  • Collaborate with Sales, Product, Customer Success, and Support to share feedback and improve operations.
  • Drive feature, integration, and best-practice adoption while demonstrating value and supporting retention.
  • Maintain accurate Salesforce records and contribute to training materials, knowledge capture, and onboarding best practices.

Requirements

  • 4+ years of hospitality operations experience, preferably in senior or leadership roles.
  • 2+ years of SaaS onboarding, implementation, customer success, account management, or customer-facing software experience preferred.
  • Expertise in hotel operations, including front office, reservations, revenue management, guest services, distribution, and property management systems.
  • Experience managing complex onboarding, implementation, training, change management, or customer success initiatives.
  • Strong technical aptitude, learning agility, and ability to use AI and new tools effectively.
  • Experience with hospitality technology such as PMS, CRS, channel managers, or revenue management systems strongly preferred.
  • Strong consultative, problem-solving, communication, stakeholder management, and project coordination skills.
  • Ability to manage multiple high-value customer engagements and influence stakeholders from operational users to executives.
  • Experience supporting multi-property operators, hotel groups, or operational transformation initiatives is a plus.
  • Comfort working cross-functionally in a fast-paced, remote-first environment.

Benefits

  • Remote-first, remote-always work environment.
  • PTO in accordance with local labor requirements.
  • Monthly Wellness Fridays with an extra-long weekend.
  • Fully paid parental leave.
  • Home office stipend based on country of residency.
  • Professional development through Cloudbeds University, manager training, upskilling, and knowledge transfer.

Interested in this position?

Apply directly on the company website

Apply Now

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