Mid Market Onboarding Coach

About the role

As a Mid Market Onboarding Coach you will empower mid‑market hotel customers to adopt the Cloudbeds platform, guiding them through implementation, training, adoption and launch. You will act as a trusted advisor, leveraging hospitality operations experience to design efficient processes and ensure rapid value realization.

Key responsibilities

• Serve as the trusted advisor for assigned mid‑market customers, providing strategic guidance on operational workflows, change management, system configuration, and platform adoption.
• Own the end‑to‑end customer relationship, guiding system setup, resolving escalated issues, and transitioning customers from onboarding through hypercare to ongoing support.
• Build trusted relationships with property leadership, owners, and key stakeholders, partnering with Onboarding Project Management to hit critical implementation milestones.
• Act as a strategic consultant, 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.
• Deliver consultative training and coaching that empowers customers to confidently learn, adopt, and maximize platform value.
• Champion the use of AI and tooling to standardize repeatable tasks while personalizing meaningful interactions.

Required profile

• 4+ years of hospitality operations experience, preferably in leadership or senior operational roles within hotels, resorts, or hotel groups.
• 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, or account management experience (preferred).
• Proven emotional intelligence and trust‑building skills, comfortable engaging with users to executives.
• Strong consultative, problem‑solving, and project coordination abilities, managing multiple high‑value, complex engagements.
• Exceptional technical aptitude and learning agility, with the ability to leverage AI and adopt new tools quickly.
• Experience with hospitality technology solutions such as PMS, CRS, channel managers, or revenue management systems (strongly preferred).

Required skills

• Property Management System (PMS)
• Central Reservation System (CRS)
• Channel Manager
• Revenue Management System
• AI‑enabled tools for automation

What we offer

• Remote‑first work environment with a global team.
• PTO in accordance with local labor requirements.
• Fully paid parental leave.
• Home office stipend based on country of residency.
• Professional development courses via Cloudbeds University.
• Inclusive culture that welcomes diverse backgrounds.