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SMB Onboarding Lead

1 hour, 37 minutes ago
Mexico, Argentina
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Agile CRM 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 9

Description

  • Cultivate, mentor, motivate, and empower a world-class team of Onboarding Coaches.
  • Drive adoption of AI and modern tooling to reduce administrative work and improve onboarding delivery.
  • Own 1-on-1s, check-ins, and performance reviews, including follow-up and growth planning.
  • Monitor a customer portfolio tied to retention goals and analyze utilization and customer data to identify insights.
  • Serve as the escalation point for complex technical and operational customer inquiries.
  • Partner with Sales, Product, and Support to turn onboarding feedback into operational improvements.
  • Provide leadership in hospitality training and ensure knowledge is captured, searchable, and reusable.
  • Partner with Sales to define success, demonstrate ROI, drive retention, and identify upsell opportunities.
  • Design, implement, and track quantitative and qualitative metrics for projects, people, and processes.

Requirements

  • Over 2 years of direct leadership experience within a hospitality property, or at least 3 years of relevant Hospitality SaaS industry experience in a customer-facing leadership or matrix role.
  • Prior experience as a Senior or Key Account Onboarding Coach within Cloudbeds is a major plus.
  • Strong technical aptitude and learning agility, with comfort using AI and adapting to new software quickly.
  • High emotional intelligence with a proven ability to build trust and resolve competing priorities under pressure.
  • Ability to manage people, processes, and accounts effectively in an agile system and matrix reporting environment.
  • Ability to clearly synthesize technical and business concepts in written and verbal communication.
  • Highly accountable, data-driven, and detail-oriented, with experience in modern operating systems such as Salesforce, OTAs, or PMS backgrounds.
  • Comfortable working with people from diverse cultures and backgrounds.
  • Fluency or working knowledge of Spanish, Portuguese, English, Thai, or Tagalog is recommended.
  • Project Management or Change Management certification such as PMP, Agile, or Prosci is recommended.
  • A hospitality degree is preferred.

Benefits

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

Interested in this position?

Apply directly on the company website

Apply Now

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