Mid Market Onboarding Coach

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.

Location: Remote

How You'll Make an Impact

As a Mid Market Onboarding Coach , you will empower our mid-market customers to transform their properties through our AI Smarts + Hospitality Hearts mission. You will manage and guide the onboarding experience for mid-market properties, serving as a trusted advisor and strategic partner throughout implementation, training, adoption, and launch. Leveraging your firsthand hospitality operations experience, you won't just teach the system—you will help hoteliers design processes that eliminate friction, allowing them to focus on their guests.

You will guide customers through the successful setup, learning, adoption, and optimization of the Cloudbeds platform and its features, helping them align technology with their operational goals and business objectives. This role requires a consultative mindset, balancing hospitality expertise with technical proficiency to ensure customers realize value quickly and confidently.

This is a role for a Caring Rebel who models Hospitality Before Efficiency, empowering clients to use our platform to deliver an experience of Unreasonable Hospitality. We're looking for someone who truly understands hospitality and personalizes every interaction to demonstrate how Cloudbeds helps customers operate more efficiently and grow their business. You'll care for our customers and their properties just as you would for a guest in a hotel—always going the extra mile.

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 will feel right at home here.

As a Mid Market Onboarding Coach , you'll collaborate closely with Onboarding Project Management and cross-functional partners to deliver a seamless onboarding experience for some of our most strategic and operationally complex customers.

What You Bring to the Team

- Champion the core principle: Standardize the repeatable, personalize the meaningful.

- Eagerly adopt AI and tooling to handle administrative work and repetitive training questions, freeing you to focus on strategic onboarding guidance, relationship building, and product adoption.

- Serve as the trusted advisor for assigned mid-market customers, providing strategic guidance on operational workflows, change management, system configuration, and platform adoption throughout the onboarding journey.

- Manage and guide the onboarding experience for assigned mid-market properties, ensuring customer readiness, successful adoption, and confidence using the Cloudbeds platform.

- 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 to align onboarding object