Mid Market Onboarding Coach

🔥 4 minutes ago

💃 Latin America – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

✨ Coach

👻 Ghost score 10%

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Cloudbeds

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2012

✈️ Travel

📦 Logistics

📣 Marketing

💰 $150M Series D on 2021-11

Travel • Logistics • Marketing

Cloudbeds is a comprehensive hospitality management software platform that provides a unified solution for managing all aspects of property operations. It includes features such as property management systems (PMS), payment processing, guest communication and experience management, revenue and analytics, distribution and marketing tools, and pricing intelligence. Cloudbeds aims to streamline operations, increase revenue, and enhance the guest experience for hotels, hostels, short-term rentals, and other lodging businesses. The platform integrates with various partners through an open API, offering flexibility and customization to meet the specific needs of diverse hospitality properties. With a focus on modernizing and automating processes, Cloudbeds is trusted by tens of thousands of properties worldwide for efficient and effective hospitality management.

📋 Description

• 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 • Own the customer relationship end-to-end, guiding system setup, resolving escalated issues across channels, and facilitating the journey from onboarding through hypercare and transition to ongoing support • Build trusted relationships with property leadership, owners, and key stakeholders • Partner with Onboarding Project Management to execute plans and hit critical implementation milestones • Act as a strategic consultant throughout onboarding, identifying opportunities to expand platform and feature adoption and driving long-term customer success • Collaborate with Sales, Product, Customer Success, and Support to convert onboarding feedback into systemic improvements • Deliver consultative training and coaching that empowers customers to learn, adopt, and maximize platform value • Proactively identify and remove risks in complex customer engagements • Adopt AI and tooling to handle administrative work while focusing on relationship-building and strategic guidance

🎯 Requirements

• 4+ years of hospitality operations experience, preferably in leadership or senior operational roles within hotels, resorts, hotel groups, or hospitality management companies • Demonstrated expertise in hotel operations, including front office, reservations, revenue management, guest services, distribution, and property management systems • 2+ years of SaaS onboarding, implementation, customer success, account management, or customer-facing software experience preferred • Proven ability in emotional intelligence and trust-building, comfortable engaging directly with customers at all levels—from operational users to executive decision-makers—to ensure they feel genuinely cared for • Strong consultative, problem-solving, and project coordination skills, managing multiple high-value, complex customer engagements simultaneously • Exceptional technical aptitude and learning agility, with the ability to leverage AI and quickly adopt new tools in a constantly evolving environment • Experience working with hospitality technology solutions (PMS, CRS, Channel Managers, Revenue Management Systems, or related hotel software) strongly preferred • Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship • Cloudbeds is unable to provide sponsorship for work visas

🏖️ 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

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