Lead, SMB Onboarding

New

CloudbedsHospitality technology

Remote – ThailandFull-TimeLead

Salary not disclosed

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Job Details

Experience: 4+ years of hospitality management experience; 2+ years of experience in strategic, project management, implementation, onboarding, customer success, or operational leadership roles.
Required Skills: Project ManagementCustomer SuccessCross-functional collaboration

Bring 4+ years of hospitality management experience, preferably in hotels, resorts, hotel groups, or hospitality management companies.
Bring 2+ years of experience in strategic, project management, implementation, onboarding, customer success, or operational leadership roles.
Demonstrate success leading and influencing others through coaching, mentorship, stakeholder management, and cross-functional collaboration.
Show expertise in hospitality operations, including front office, reservations, revenue management, guest services, distribution, and property management systems.
Be willing and able to travel occasionally to customer locations as business needs require.
Demonstrate leadership and communication skills to motivate teams, manage competing priorities, navigate complex customer situations, and align stakeholders.
Build cross-functional relationships and partner effectively with leaders across relevant teams.
Use customer feedback, operational metrics, and team insights to improve processes and outcomes.
Have presentation and facilitation skills for training and engaging frontline operators through executive stakeholders.
Experience with hospitality technology such as PMS, Channel Managers, Revenue Management Systems, CRM, or CRS is strongly preferred.
Experience supporting multi-property operators, hotel groups, or complex hospitality organizations is strongly preferred.
Work effectively cross-functionally in a fast-paced, remote-first environment.

Lead, mentor, and develop SMB Onboarding Coaches, Guest Experience Onboarding Coaches, and Accounting Specialists.
Coach team members and support their performance, engagement, retention, and professional development.
Align onboarding strategy and execution with the Customer Success Lead, Onboarding Directors, and regional Onboarding Leads.
Drive team performance against customer satisfaction, onboarding quality, adoption, and time-to-launch metrics.
Support team members with complex customer engagements, escalations, and implementation challenges.
Identify improvements to onboarding processes, team efficiency, and customer outcomes.
Build partnerships across Professional Services, Sales, Account Management, Customer Success, Product, Support, and Operations.
Use customer feedback, onboarding learnings, and operational insights to improve processes and customer lifecycle transitions.
Leverage AI and scalable tools to reduce administrative work and increase team effectiveness.
Travel to customer properties as needed to support implementations, go-lives, and other critical engagements.

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