Mid Market Onboarding Coach

About the Role

As a Mid Market Onboarding Coach at Cloudbeds, you will empower mid-market hotel customers to transform their properties through our AI-powered platform. You will serve as a trusted advisor and strategic partner throughout implementation, training, adoption, and launch, leveraging your hospitality operations expertise to help hoteliers design efficient processes and focus on guest experiences.

Main Responsibilities

• Manage and guide the onboarding experience for assigned mid-market properties, ensuring customer readiness, successful adoption, and confidence using the Cloudbeds platform
• Serve as a trusted advisor providing strategic guidance on operational workflows, change management, system configuration, and platform adoption throughout the onboarding journey
• Guide customers through system setup, configuration, operational workflows, and best practices tailored to their business needs and operational goals
• Build trusted relationships with property leadership, owners, and key stakeholders to align onboarding objectives with business goals and operational outcomes
• Partner with Onboarding Project Management and cross-functional teams to execute onboarding plans, manage dependencies, and ensure customers achieve critical implementation milestones
• Facilitate the customer journey from onboarding and training through hypercare and transition to ongoing support via video, phone, and email

Key Requirements

• 4+ years of hospitality operations experience, preferably in leadership or senior operational roles within hotels, resorts, or hotel groups
• 2+ years of SaaS onboarding, implementation, customer success, or customer-facing software experience
• Expertise in hotel operations including front office, reservations, revenue management, guest services, and property management systems
• Strong emotional intelligence, trust-building abilities, and empathy in customer engagement
• Exceptional technical aptitude and learning agility with ability to quickly adopt new tools and AI solutions
• Experience managing complex customer onboarding, implementation, training, and change management initiatives
• Ability to engage and influence stakeholders at multiple levels from operational users to executive decision-makers
• Strong consultative, problem-solving, and project coordination skills to manage multiple high-value customer engagements simultaneously

What We Offer

• Remote-first, fully distributed work environment
• Monthly Wellness Fridays for extended weekends
• Fully paid parental leave
• Home office stipend based on country of residency
• Professional development through Cloudbeds University and manager training programs
• PTO in accordance with local labor requirements

About Cloudbeds

Cloudbeds is the world's leading hotel property management system, powering properties across 150 countries and processing billions in bookings annually. We're a fully remote team of 650+ employees across 40+ countries, recognized as a Deloitte Technology Fast 500 company and Most Loved Workplace® Certified. We combine AI innovation with hospitality expertise to solve the industry's biggest challenges.