Mid Market Onboarding Coach at Cloudbeds

<div class="content-intro"><p data-path-to-node="0"></p> <p data-path-to-node="0"><strong data-path-to-node="0" data-index-in-node="0">What Makes Cloudbeds Unique</strong></p> <p data-path-to-node="1">At <a href="https://www.cloudbeds.com/">Cloudbeds</a>, we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started.</p></div><p data-path-to-node="0"><span style="font-family: helvetica, arial, sans-serif;"><strong>Location: </strong>Remote</span></p> <p data-path-to-node="1"><strong><span style="font-family: helvetica, arial, sans-serif;">How You'll Make an Impact:</span></strong></p> <p data-path-to-node="2"><span style="font-family: helvetica, arial, sans-serif;">As a Mid Market Onboarding Coach, you will empower our mid-market customers to transform their properties through our AI Smarts + Hospitality Hearts mission. You will manage and guide the onboarding experience for mid-market properties, serving as a trusted advisor and strategic partner throughout implementation, training, adoption, and launch. Leveraging your firsthand hospitality operations experience, you won't just teach the system—you will help hoteliers design processes that eliminate friction, allowing them to focus on their guests.</span></p> <p data-path-to-node="3"><span style="font-family: helvetica, arial, sans-serif;">You will guide customers through the successful setup, learning, adoption, and optimization of the Cloudbeds platform and its features, helping them align technology with their operational goals and business objectives. This role requires a consultative mindset, balancing hospitality expertise with technical proficiency to ensure customers realize value quickly and confidently.</span></p> <p data-path-to-node="4"><span style="font-family: helvetica, arial, sans-serif;">This is a role for a Caring Rebel who models Hospitality Before Efficiency, empowering clients to use our platform to deliver an experience of Unreasonable Hospitality. We're looking for someone who truly understands hospitality and personalizes every interaction to demonstrate how Cloudbeds helps customers operate more efficiently and grow their business. You'll care for our customers and their properties just as you would for a guest in a hotel—always going the extra mile.</span></p> <p data-path-to-node="5"><strong><span style="font-family: helvetica, arial, sans-serif;">Our Customer Onboarding Team:</span></strong></p> <p data-path-to-node="6"><span style="font-family: helvetica, arial, sans-serif;">Our Onboarding team is where Hospitality Hearts meet Smart Solutions. We are a fully remote group of former hoteliers and customer experience professionals, focused on removing unnecessary manual work so we can spend more time on our "human magic": building and strengthening relationships and ensuring our customers feel confident and supported from day one.</span></p> <p data-path-to-node="7"><span style="font-family: helvetica, arial, sans-serif;">If you are driven by emotional intelligence, trust-building, and delivering deeply personalized hospitality moments instead of repetitive operational tasks, you will feel right at home here.</span></p> <p data-path-to-node="8"><span style="font-family: helvetica, arial, sans-serif;">As a Mid Market Onboarding Coach, you'll collaborate closely with Onboarding Project Management and cross-functional partners to deliver a seamless onboarding experience for some of our most strategic and operationally complex customers.</span></p> <p data-path-to-node="9"><strong><span style="font-family: helvetica, arial, sans-serif;">What You Bring to the Team:</span></strong></p> <ul data-path-to-node="10"> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,0,0"><span style="font-family: helvetica, arial, sans-serif;">Champion the core principle: Standardize the repeatable, personalize the meaningful.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,1,0"><span style="font-family: helvetica, arial, sans-serif;">Eagerly adopt AI and tooling to handle administrative work and repetitive training questions, freeing you to focus on strategic onboarding guidance, relationship building, and product adoption.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,2,0"><span style="font-family: helvetica, arial, sans-serif;">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.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,3,0"><span style="font-family: helvetica, arial, sans-serif;">Manage and guide the onboarding experience for assigned mid-market properties, ensuring customer readiness, successful adoption, and confidence using the Cloudbeds platform.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,4,0"><span style="font-family: helvetica, arial, sans-serif;">Guide customers through system setup, configuration, operational workflows, and best practices tailored to their business needs.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,5,0"><span style="font-family: helvetica, arial, sans-serif;">Build trusted relationships with property leadership, owners, and key stakeholders to align onboarding objectives with business goals and operational outcomes.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,6,0"><span style="font-family: helvetica, arial, sans-serif;">Partner closely with Onboarding Project Management to execute onboarding plans, manage dependencies, and ensure customers achieve critical implementation milestones.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,7,0"><span style="font-family: helvetica, arial, sans-serif;">Collaborate with Sales, Product, Customer Success, Support, and Onboarding Project Management to convert onboarding feedback into systemic operational improvements and ensure Cloudbeds' value is realized early.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,8,0"><span style="font-family: helvetica, arial, sans-serif;">Facilitate the customer journey from onboarding and training through hypercare and transition to ongoing support via video, phone, and email.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,9,0"><span style="font-family: helvetica, arial, sans-serif;">Own the customer relationship throughout the onboarding experience, resolving questions and coordinating solutions for escalated issues across multiple channels.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,10,0"><span style="font-family: helvetica, arial, sans-serif;">Act as a strategic consultant throughout the onboarding journey, helping customers optimize operational processes and maximize the value of the Cloudbeds platform.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,11,0"><span style="font-family: helvetica, arial, sans-serif;">Drive customer adoption and long-term success by identifying opportunities to expand utilization of Cloudbeds features, integrations, and best practices.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,12,0"><span style="font-family: helvetica, arial, sans-serif;">Partner with Sales to define success, demonstrate ROI, and support customer retention and long-term growth.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,13,0"><span style="font-family: helvetica, arial, sans-serif;">Build strong customer relationships that drive platform adoption, engagement, and loyalty.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,14,0"><span style="font-family: helvetica, arial, sans-serif;">Develop a deep understanding of Cloudbeds' products, integrations, and customer needs.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,15,0"><span style="font-family: helvetica, arial, sans-serif;">Deliver consultative training and coaching that empowers customers to successfully learn, adopt, and maximize the value of Cloudbeds features and functionality.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,16,0"><span style="font-family: helvetica, arial, sans-serif;">Support complex onboarding engagements by proactively identifying risks, removing obstacles, and coordinating cross-functional resources to drive successful customer outcomes.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,17,0"><span style="font-family: helvetica, arial, sans-serif;">Embody the Caring Rebel mindset, ensuring full client context is maintained throughout the onboarding journey and that new knowledge is captured, searchable, and reusable for future customers.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,18,0"><span style="font-family: helvetica, arial, sans-serif;">Contribute to training materials, onboarding best practices, and knowledge capture while staying current on system enhancements and new product capabilities.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,19,0"><span style="font-family: helvetica, arial, sans-serif;">Maintain accurate records of customer activities in Salesforce, gather customer feedback, and share insights that help improve the customer experience and product roadmap.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="10,20,0"><span style="font-family: helvetica, arial, sans-serif;">Other projects/duties as requested.</span></p> </li> </ul> <p data-path-to-node="11"><strong><span style="font-family: helvetica, arial, sans-serif;">What Sets You Up for Success:</span></strong></p> <ul data-path-to-node="12"> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,0,0"><span style="font-family: helvetica, arial, sans-serif;">Show strong AI Smarts: Exceptional technical aptitude and learning agility. You pick up new tools quickly, understand how to leverage AI to unlock time to focus on delivering personalized customer relationships, and thrive in environments where technology and processes are constantly evolving.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,1,0"><span style="font-family: helvetica, arial, sans-serif;">Demonstrate your Hospitality Heart: Proven ability in emotional intelligence and trust-building. You are an Empathy Champion—comfortable engaging directly with customers at all levels to navigate their unique business challenges and ensure they feel truly cared for throughout the onboarding process.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,2,0"><span style="font-family: helvetica, arial, sans-serif;">Bring 4+ years of hospitality operations experience, preferably in leadership or senior operational roles within hotels, resorts, hotel groups, or hospitality management companies.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,3,0"><span style="font-family: helvetica, arial, sans-serif;">2+ years of SaaS onboarding, implementation, customer success, account management, or customer-facing software experience is preferred.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,4,0"><span style="font-family: helvetica, arial, sans-serif;">Demonstrate expertise in hotel operations, including front office, reservations, revenue management, guest services, distribution, and property management systems.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,5,0"><span style="font-family: helvetica, arial, sans-serif;">Experience managing complex customer onboarding, implementation, training, change management, or customer success initiatives.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,6,0"><span style="font-family: helvetica, arial, sans-serif;">Ability to engage and influence stakeholders at multiple levels, from operational users to property leadership and executive decision-makers.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,7,0"><span style="font-family: helvetica, arial, sans-serif;">Strong consultative, problem-solving, and project coordination skills, with the ability to manage multiple high-value customer engagements simultaneously.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,8,0"><span style="font-family: helvetica, arial, sans-serif;">Proven ability to drive customer adoption, operational improvements, and business outcomes through technology solutions.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,9,0"><span style="font-family: helvetica, arial, sans-serif;">Communicate product offerings clearly and synthesize customer feedback into actionable insights for internal teams.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,10,0"><span style="font-family: helvetica, arial, sans-serif;">Share customer insights and opportunities across departments to drive alignment and continuous improvement.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,11,0"><span style="font-family: helvetica, arial, sans-serif;">Empower clients to become self-sufficient during onboarding and beyond.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,12,0"><span style="font-family: helvetica, arial, sans-serif;">Deliver exceptional communication with empathy and a customer-focused approach.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,13,0"><span style="font-family: helvetica, arial, sans-serif;">Experience working with hospitality technology solutions such as PMS, CRS, Channel Managers, Revenue Management Systems, or related hotel software is strongly preferred.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,14,0"><span style="font-family: helvetica, arial, sans-serif;">Experience supporting multi-property operators, hotel groups, or more complex hospitality organizations is a plus.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,15,0"><span style="font-family: helvetica, arial, sans-serif;">Experience leading operational transformation, technology rollouts, or process improvement initiatives within hospitality organizations is a plus.</span></p> </li> <li style="font-family: helvetica, arial, sans-serif;"> <p data-path-to-node="12,16,0"><span style="font-family: helvetica, arial, sans-serif;">Comfortable working cross-functionally in a fast-paced, remote-first environment while balancing multiple priorities and customer needs.</span></p> </li> </ul> <p>&nbsp;</p><div class="content-conclusion"><p></p> <p data-path-to-node="0"><strong data-path-to-node="0" data-index-in-node="0">Work Authorization:</strong> 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.</p> <p data-path-to-node="1"><strong data-path-to-node="1" data-index-in-node="0">What to Expect - Your Journey with Us</strong></p> <p data-path-to-node="2">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.</p> <p data-path-to-node="3">Learn more online at <a href="https://www.cloudbeds.com/">cloudbeds.com</a></p> <p data-path-to-node="4"><strong data-path-to-node="4" data-index-in-node="0">Cloudbeds <a href="https://www.cloudbeds.com/press/?press_type=company-news&amp;news_category=awards">Awards</a>:</strong></p> <ul data-path-to-node="5"> <li> <p data-path-to-node="5,0,0">Winner – Hotel Management Software | HotelTechAwards (2026)</p> </li> <li> <p data-path-to-node="5,1,0">Overall 10 Best Places to Work | HotelTechAwards (2026)</p> </li> <li> <p data-path-to-node="5,2,0">Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)</p> </li> <li> <p data-path-to-node="5,3,0">Finalist – Property Management Systems (PMS) &amp; Channel Managers | HotelTechAwards (2026)</p> </li> <li> <p data-path-to-node="5,4,0">Most Loved Workplace® Certified (2024)</p> </li> <li> <p data-path-to-node="5,5,0">Deloitte Technology Fast 500 (2024)</p> </li> </ul> <p data-path-to-node="6"><strong data-path-to-node="6" data-index-in-node="0">Discover our Benefits:</strong></p> <ul data-path-to-node="7"> <li> <p data-path-to-node="7,0,0">Remote First, Remote Always</p> </li> <li> <p data-path-to-node="7,1,0">PTO in accordance with local labor requirements</p> </li> <li> <p data-path-to-node="7,2,0">Fully Paid Parental Leave</p> </li> <li> <p data-path-to-node="7,3,0">Home office stipend based on country of residency</p> </li> <li> <p data-path-to-node="7,4,0">Professional development courses in Cloudbeds University</p> </li> <li> <p data-path-to-node="7,5,0">Access to professional development, including manager training, upskilling, and knowledge transfer</p> </li> </ul> <p data-path-to-node="8"><strong data-path-to-node="8" data-index-in-node="0">Everyone is Welcome - A Culture of Inclusion</strong></p> <p data-path-to-node="9">Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.</p> <p data-path-to-node="10">Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at (858) 201-7832 or via email at [email protected]. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring process.</p> <p data-path-to-node="11">To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.</p> <p data-path-to-node="12">#LI-REMOTE</p> <p></p></div>