Cloudbeds - Onboarding Coach

• Champion our core principle: Standardize the repeatable, personalize the meaningful. You'll harness AI and smart tooling to handle administrative drag and repetitive training questions, liberating your time to focus on strategic onboarding and deep product adoption. • Drive Operational Excellence: Partner with Sales and Product to transform Guest Experience onboarding feedback into systemic operational improvements, ensuring Cloudbeds' platform value is communicated and realized from day one. • Embody the Caring Rebel Mindset: You'll maintain full client context throughout the onboarding journey, ensuring every nugget of knowledge is captured, searchable, and reusable for the next customer. • Facilitate the Full Customer Journey: Manage the customer path for Guest Experience and Marketing via ongoing support via video, phone, and email. • Define and Deliver Success: Partner with Sales to establish clear success metrics, demonstrate ROI, and drive robust customer retention. • Build Lasting Loyalty: Cultivate strong customer relationships that guarantee platform adoption and long-term brand loyalty.• Master the Product: Develop a deep, nuanced understanding of Cloudbeds' products, integrations, and evolving customer need to be used for our Guest Experience and Marketing platform. • Contribute and Collaborate: Actively build our knowledge base by contributing to training materials, capturing insights, and staying ahead of system changes and new features. • Keep Data Front and Center: Maintain accurate records of customer activities in Salesforce, gather actionable feedback, and share insights to fuel continuous product improvement. • What Sets You Up for Success: • Bring over 3 years of 5-star hospitality experience in key roles (Front Office or Revenue Manager) within a leading hotel brand, or possess at least 3 years of relevant SaaS industry experience in a customer-facing role. • Demonstrate deep expertise in Guest Experience communications. • Possess a proven ability to translate complex, AI-driven concepts (Revenue Intelligence) into clear, practical business terms for clients. • Deliver exceptional communication with empathy and a relentless customer-focused approach. • Communicate product offerings clearly and effectively synthesize customer feedback for internal product and engineering teams. • Empower clients to become self-sufficient during onboarding and throughout their lifecycle. • Manage multiple projects or accounts simultaneously, leveraging strong organizational and proactive management skills. • Share customer insights and opportunities across departments (Sales, Product, Marketing) to drive internal alignment and strategic growth. • Familiarity with CRM/Email Marketing platforms is a significant plus. • English, Portuguese, Spanish, Thai or Tagalog• Project Management certification • 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)