Cloudbeds - Lead, SMB Onboarding, Thailand

• Lead, mentor, and develop a team of SMB Onboarding Coaches, Guest Experience Onboarding Coaches and Accounting Specialists fostering a culture of accountability, collaboration, and continuous improvement. • Drive employee engagement, performance, retention, and professional growth through ongoing coaching, feedback, and development planning. • Partner closely with the Customer Success Lead, Onboarding Directors and fellow regional Onboarding Leads to align on onboarding strategy, share best practices, and ensure consistency in execution and customer outcomes across regions. • Drive team performance against key onboarding metrics, including customer satisfaction, onboarding quality, adoption, and time-to-launch. • Support team members through complex customer engagements, escalations, and implementation challenges. • Champion operational excellence by identifying opportunities to improve onboarding processes, team efficiency, and customer outcomes. • Build strong relationships with leaders across Professional Services, Sales, Account Management, Product, Support, and other co-departments. • Establish effective feedback loops that ensure customer insights and onboarding learnings drive continuous improvement across teams and processes. • Partner cross-functionally to improve customer lifecycle transitions, remove friction, and deliver a seamless customer experience. • Champion the core principle: Standardize the repeatable, personalize the meaningful. • Leverage AI and scalable tools to reduce administrative work, increase team effectiveness, and enable more meaningful customer interactions. • Serve as an advocate for both customers and your team, ensuring customer needs and employee feedback are represented in organizational discussions. • Travel to customer properties on-site as needed to support complex implementations, strengthen customer relationships, assist with escalations, and ensure successful onboarding and go-live experiences. • What Sets You Up for Success • Show strong AI Smarts: Exceptional learning agility, strategic thinking, and operational leadership skills. You leverage data, AI, and technology to drive efficiency, improve team performance, and create scalable onboarding experiences. You are comfortable navigating ambiguity, identifying opportunities for continuous improvement, and leading teams through change in a fast-paced environment. • Demonstrate your Hospitality Heart: Proven ability to build trust, develop people, and lead with empathy. You are passionate about coaching and mentoring team members, fostering a culture of accountability, collaboration, and continuous learning. You understand that exceptional employee experiences drive exceptional customer experiences and are committed to helping your team grow and succeed. • Bring 4+ years of hospitality management experience, preferably within hotels, resorts, hotel groups, or hospitality management companies. • Bring 2+ years of experience in strategic, project management, implementation, onboarding, customer success, or operational leadership roles. • Demonstrate success leading and influencing others through coaching, mentorship, stakeholder management, and cross-functional collaboration. • Show expertise in hospitality operations, including front office, reservations, revenue management, guest services, distribution, and property management systems. • Willingness and ability to travel occasionally to customer locations, as business needs require, to provide on-site support during implementations, go-lives, and other critical customer engagements. • Demonstrate strong leadership and communication skills, with the ability to motivate teams, manage competing priorities, navigate complex customer situations, and drive alignment across multiple stakeholders. • Build strong cross-functional relationships and effectively partner with leaders across Professional Services, Sales, Account Management, Customer Success, Product, Support, and Operations to drive customer outcomes and continuous improvement. • Bring a continuous improvement mindset, using customer feedback, operational metrics, and team insights to improve processes, performance, and customer outcomes. • Communicate effectively across all levels of the organization, building trusted relationships with team members, customers, and cross-functional stakeholders. • Excellent presentation and facilitation skills, with the ability to confidently engage audiences ranging from frontline operators to executive stakeholders, deliver impactful training, and communicate complex concepts in a clear and compelling manner. • Experience working with hospitality technology solutions such as PMS, Channel Managers, Revenue Management Systems, CRM, CRS or related hotel software is strongly preferred. • Experience supporting multi-property operators, hotel groups, or complex hospitality organizations is strongly preferred. • Comfortable working cross-functionally in a fast-paced, remote-first environment while balancing people leadership, operational priorities, and customer outcomes. • 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 Us • Behind 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. • Learn more online at cloudbeds.com • Cloudbeds Awards: • Cloudbeds Awards: • Winner – Hotel Management Software | HotelTechAwards (2026) • Overall 10 Best Places to Work | HotelTechAwards (2026) • Overall Top 10 Hotelier's Choice | HotelTechAwards (2026) • Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026) • Most Loved Workplace® Certified (2024) • Deloitte Technology Fast 500 (2024)