Morocco; Philippines; Portugal; Switzerland•Europe
Remote
Mid Level
Full Time
remotecustomer successhospitalitySaaSonboardingAI
Requirements
- •4+ years of hospitality operations experience, preferably in leadership or senior operational roles within hotels, resorts, hotel groups, or hospitality management companies.
- •2+ years of SaaS onboarding, implementation, customer success, account management, or customer-facing software experience is preferred.
- •Expertise in hotel operations including front office, reservations, revenue management, guest services, distribution, and property management systems.
- •Experience managing complex customer onboarding, implementation, training, change management, or customer success initiatives.
- •Ability to engage and influence stakeholders at multiple levels.
- •Strong consultative, problem-solving, and project coordination skills.
- •Proven ability to drive customer adoption, operational improvements, and business outcomes through technology solutions.
- •Experience working with hospitality technology solutions such as PMS, CRS, Channel Managers, Revenue Management Systems, or related hotel software is strongly preferred.
- •Comfortable working cross-functionally in a fast-paced, remote-first environment.
What You'll Do
- •Manage and guide the onboarding experience for mid-market properties.
- •Serve as a trusted advisor and strategic partner throughout implementation, training, adoption, and launch.
- •Guide customers through system setup, configuration, operational workflows, and best practices tailored to their business needs.
- •Build trusted relationships with property leadership, owners, and key stakeholders.
- •Partner closely with Onboarding Project Management to execute onboarding plans and manage dependencies.
- •Collaborate with Sales, Product, Customer Success, Support, and Onboarding Project Management to convert onboarding feedback into improvements.
- •Facilitate the customer journey from onboarding and training through hypercare and transition to ongoing support.
- •Own the customer relationship throughout the onboarding experience, resolving questions and coordinating solutions.
- •Act as a strategic consultant to help customers optimize operational processes and maximize platform value.
- •Drive customer adoption and long-term success by identifying opportunities to expand utilization of features and best practices.
- •Partner with Sales to define success, demonstrate ROI, and support customer retention and growth.
- •Develop a deep understanding of Cloudbeds' products, integrations, and customer needs.
- •Deliver consultative training and coaching to empower customers.
- •Support complex onboarding engagements by identifying risks and coordinating resources.
- •Contribute to training materials, onboarding best practices, and knowledge capture.
- •Maintain accurate records of customer activities in Salesforce and share insights.
- •Other projects/duties as requested.
Nice to Have
- •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.
Benefits
- •Remote First, Remote Always
- •PTO in accordance with local labor requirements
- •Monthly Wellness Fridays - enjoy an extra-long weekend every month
- •Fully Paid Parental Leave
- •Home office stipend based on country of residency
- •Professional development courses in Cloudbeds University
- •Access to professional development, including manager training, upskilling and knowledge transfer
About Cloudbeds
Cloudbeds’ hospitality management platform enables hotels to grow revenue, streamline operations, and deliver memorable guest experiences.
San Diego, CA, US
500 - 1000
Hospitality