SMB Onboarding Lead

What Makes Cloudbeds Unique
At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to 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 become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024, but we're just getting started. 

How You'll Make an Impact:

As a leader within the Customer Onboarding Team, you will cultivate a highly effective, close-knit, and collaborative team that consistently delivers exceptional support. By ensuring seamless and successful onboarding experiences, your leadership directly translates into immediate value realization and long-term retention for our customers.

In this role, you will champion our AI Smarts + Hospitality Hearts mission, guiding your team to move from a pure training function to a strategic business partnership. You will lead a group of Caring Rebels who model Hospitality Before Efficiency, empowering clients to use our platform to deliver an experience of Unreasonable Hospitality. If you are driven by emotional intelligence, trust-building, and are ready to make a significant impact by guiding, mentoring, and setting the standard for a deeply personalized customer journey, we look forward to having you lead the way!

Our Customer Onboarding Team:

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. If you are driven by emotional intelligence, trust-building, and delivering deeply personalized hospitality moments instead of repetitive operational tasks, you and your team will feel right at home here.

What You Bring to the Team:

• Embody the Caring Rebel Mindset: Cultivate, mentor, motivate, and empower a world-class team of Onboarding Coaches to care for our customers and their properties just as they would for a guest in a hotel.
• Standardize the Repeatable, Personalize the Meaningful: Drive the adoption of AI and modern tooling across your team to eliminate administrative drag, freeing them up to focus on strategic onboarding guidance, deep product adoption, and human magic.
• Lead Performance & Growth: Own the preparation, execution, and follow-up for 1-on-1s, check-ins, and performance reviews. Identify, communicate, and facilitate learning and career-growth opportunities for each member of your team.
• Strategic Portfolio Management: Monitor a segment of Cloudbeds customers with associated retention goals, analyzing utilization and customer data independently to discover insights and improve the onboarding experience.
• Escalation & Advocacy: Serve as a confident, knowledgeable, and patient escalation point for complex technical or operational inquiries from clients, third-party stakeholders, and key decision-makers.
• Cross-Functional Collaboration: Partner with Sales, Product, and Support to convert onboarding feedback into systemic operational improvements, shortening delivery timeframes and ensuring Cloudbeds' value is realized early.
• Thought Leadership: Provide leadership in hospitality training, ensuring full client context is maintained throughout the journey, and that all new knowledge is captured, searchable, and reusable.
• Commercial Mindset: Partner with Sales to define success, demonstrate ROI, drive customer retention, promote product value, and identify upsell opportunities.
• Data-Driven Success: Design, implement, and track quantitative and qualitative metrics to measure the success of projects, people, and processes, including driving best practices around customer outreach for reviews.

What Sets You Up for Success:

• Show Strong AI Smarts: Exceptional technical aptitude and learning agility. You work seamlessly with AI, pick up new software quickly, and feel comfortable adapting to evolving technology to unlock more time for personalized relationships.
• Demonstrate Your Hospitality Heart: Over 2 years of direct leadershi