Cloudbeds - Mid Market Onboarding Coach

• 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, partnering with Onboarding Project Management to execute plans and hit critical implementation milestones • Act as a strategic consultant throughout onboarding, identifying opportunities to expand platform/feature adoption and driving long-term customer success • Collaborate with Sales, Product, Customer Success, and Support to convert onboarding feedback into systemic improvements and ensure Cloudbeds' value is realized early • Deliver consultative training and coaching that empowers customers to confidently learn, adopt, and maximize platform value, while proactively identifying and removing risks in complex engagements • Champion "standardize the repeatable, personalize the meaningful"—adopting AI and tooling to handle administrative work, freeing you to focus on relationship-building and strategic guidance • What Sets You Up for Success: • 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 • Experience supporting multi-property operators, hotel groups, or more complex hospitality organizations • Experience leading operational transformation, technology rollouts, or process improvement initiatives within hospitality organizations • Work Authorization: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas. • Work Authorization: • What to Expect - Your Journey with UsBehind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary. • What to Expect - Your Journey with Us • Learn more online at cloudbeds.com • Cloudbeds Awards: • Cloudbeds Awards: • Winner – Hotel Management Software | HotelTechAwards (2026) • Winner – Hotel Management Software • Overall 10 Best Places to Work | HotelTechAwards (2026) • Overall 10 Best Places to Work • Overall Top 10 Hotelier's Choice | HotelTechAwards (2026) • Overall Top 10 Hotelier's Choice • Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026) • Finalist – Property Management Systems (PMS) & Channel Managers • Most Loved Workplace® Certified (2024) • Most Loved Workplace® Certified • Deloitte Technology Fast 500 (2024) • Deloitte Technology Fast 500