Lead, SMB Onboarding
New
C
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
- Stakeholder managementCustomer Success
Requirements
- Bring 4+ years of hospitality management experience, preferably within 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 for on-site support.
- Demonstrate leadership and communication skills to motivate teams, manage competing priorities, handle complex customer situations, and align stakeholders.
- Build cross-functional relationships and partner with leaders to drive customer outcomes and continuous improvement.
- Use customer feedback, operational metrics, and team insights to improve processes and performance.
- Have presentation and facilitation skills for training and communicating complex concepts to frontline operators and executive stakeholders.
- Experience with hospitality technology solutions 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.
- Be comfortable working cross-functionally in a fast-paced, remote-first environment.
Responsibilities
- Lead, mentor, and develop SMB Onboarding Coaches, Guest Experience Onboarding Coaches, and Accounting Specialists.
- Drive employee engagement, performance, retention, and professional growth through coaching, feedback, and development planning.
- Align onboarding strategy and execution with the Customer Success Lead, Onboarding Directors, and regional Onboarding Leads.
- Monitor team performance against customer satisfaction, onboarding quality, adoption, and time-to-launch metrics.
- Support team members through 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 insights and onboarding learnings to improve teams and processes.
- Leverage AI and scalable tools to reduce administrative work and improve team effectiveness.
- Travel to customer properties as needed to support implementations, escalations, and successful go-live experiences.
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