SMB Onboarding Lead
New
C
CloudbedsHospitality Software
North AmericaFull-TimeManager
Salary65,000 - 75,000 USD per year
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Job Details
- Languages
- Fluency or working knowledge of Spanish, Portuguese, English, Thai, or Tagalog is recommended.
- Experience
- Over 2 years of direct leadership experience within a hospitality property or at least 3 years of relevant Hospitality SaaS industry experience in a customer-facing leadership/matrix role.
- Required Skills
- Project ManagementArtificial IntelligenceData AnalysisSalesforceChange ManagementSaaSCRM
Requirements
- Over 2 years of direct leadership experience within a hospitality property (e.g., Front Desk, Revenue, Concierge) or 3+ years of relevant Hospitality SaaS industry experience in a customer-facing leadership role.
- Exceptional technical aptitude with experience working with AI tools and software.
- Strong emotional intelligence and ability to build trust under pressure.
- Experience managing people and processes in an agile, matrix reporting environment.
- Ability to synthesize and communicate technical and business concepts clearly.
- Background experience in modern operating systems such as CRM (Salesforce), OTAs, and PMS.
- Data-driven mindset with experience tracking quantitative and qualitative metrics.
- Hospitality degree preferred.
- Project Management or Change Management certification (e.g., PMP, Agile, Prosci) is a plus.
Responsibilities
- Cultivate, mentor, motivate, and empower a team of Onboarding Coaches.
- Drive the adoption of AI and modern tooling to eliminate administrative drag.
- Own the preparation, execution, and follow-up for 1-on-1s, check-ins, and performance reviews.
- Monitor a segment of customers with associated retention goals and analyze utilization data.
- Serve as an escalation point for complex technical or operational inquiries.
- Partner with Sales, Product, and Support to convert feedback into systemic operational improvements.
- Provide leadership in hospitality training and capture new knowledge.
- Partner with Sales to define success, demonstrate ROI, and identify upsell opportunities.
- Design, implement, and track metrics to measure success.
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