Lead SMB Onboarding

𝗟𝗼𝗰𝗮𝘁𝗶𝗼𝗻: Remote – Thailand

𝗛𝗼𝘄 𝗬𝗼𝘂'𝗹𝗹 𝗠𝗮𝗸𝗲 𝗮𝗻 𝗜𝗺𝗽𝗮𝗰𝘁

As the SMB Onboarding Lead, you will lead, mentor, and develop a team of SMB Onboarding Coaches, Guest Experience Onboarding Coaches and Accounting Specialists, responsible for delivering exceptional onboarding experiences for Cloudbeds' customers within Thailand.

Your primary focus will be building a high-performing, customer-centric team by providing coaching, performance management, professional development, and operational leadership. You will empower your team to successfully guide customers through implementation, adoption, and launch while driving consistency, quality, and customer satisfaction across onboarding engagements.

Working closely with the Customer Success Lead, Onboarding Directors and fellow regional Onboarding Leads, you will help drive onboarding strategy, share best practices, and scale operational excellence across the organization. You will also build strong partnerships with leaders across Professional Services, Sales, Account Management, Customer Success, Product, Support, and Operations to continuously improve processes, strengthen feedback loops, and enhance the customer experience.

This role is ideal for a leader who is passionate about developing people, driving customer outcomes, and creating alignment across teams to help Cloudbeds customers realize value quickly and successfully.

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 an SMB Onboarding Lead, you will support and develop a team of SMB Onboarding Coaches, Guest Experience Onboarding Coaches and Accounting Specialists while partnering closely with cross-functional teams to ensure customers receive a seamless onboarding experience from implementation through launch.

𝗪𝗵𝗮𝘁 𝗬𝗼𝘂'𝗹𝗹 𝗕𝗿𝗶𝗻𝗴 𝘁𝗼 𝘁𝗵𝗲 𝗧𝗲𝗮𝗺

• Lead, mentor, and develop a team of SMB Onboarding Coaches, Guest Experience Onboarding Coaches and Accounting Specialists fostering a culture of accountability, collaboration, and continuous improvement.
• Drive employee engagement, performance, retention, and professional growth through ongoing coaching, feedback, and development planning.
• Partner closely with the Customer Success Lead, Onboarding Directors and fellow regional Onboarding Leads to align on onboarding strategy, share best practices, and ensure consistency in execution and customer outcomes across regions.
• Drive team performance against key onboarding metrics, including customer satisfaction, onboarding quality, adoption, and time-to-launch.
• Support team members through complex customer engagements, escalations, and implementation challenges.
• Champion operational excellence by identifying opportunities to improve onboarding processes, team efficiency, and customer outcomes.
• Build strong relationships with leaders across Professional Services, Sales, Account Management, Product, Support, and other co-departments.
• Establish effective feedback loops that ensure customer insights and onboarding learnings drive continuous improvement across teams and processes.
• Partner cross-functionally to improve customer lifecycle transitions, remove friction, and deliver a seamless customer experience.
• Champion the core principle: Standardize the repeatable, personalize the meaningful.
• Leverage AI and scalable tools to reduce administrative work, increase team effectiveness, and enable more meaningful customer interactions.
• Serve as an advocate for both customers and your team, ensuring customer needs and employee feedback are represented in organizational discussions.
• Travel to customer properties on-site as needed to support complex implementations, strengthen customer relationships, assist with escalations, and ensure successful onboarding and go-live experiences.

𝗪𝗵𝗮𝘁 𝗦𝗲𝘁𝘀 𝗬𝗼𝘂 𝗨𝗽 𝗳𝗼𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀

• Show strong AI Smarts: Exceptional learning agility, strategic thinking, and operational leadership skills. You leverage data, AI, and technology to drive efficiency, improve team performance, and create scalable onboarding experiences. You are comfortable navigating ambiguity, identifying opportunities for continuous improvement, and leading teams through change in a fast-paced environment.
• Demonstrate your Hospitality Heart: Proven ability to build trust, develop people, and lead with empathy. You are passionate about coaching and mentoring team members, fostering a culture of accountability, collaboration, and continuous learning. You understand that exceptional employee experiences drive exceptional customer experiences and are committed to helping your team grow and succeed.
• 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.
• Willingness and ability to travel occasionally to customer locations, as business needs require, to provide on-site support during implementations, go-lives, and other critical customer engagements.
• Demonstrate strong leadership and communication skills, with the ability to motivate teams, manage competing priorities, navigate complex customer situations, and drive alignment across multiple stakeholders.
• Build strong cross-functional relationships and effectively partner with leaders across Professional Services, Sales, Account Management, Customer Success, Product, Support, and Operations to drive customer outcomes and continuous improvement.
• Bring a continuous improvement mindset, using customer feedback, operational metrics, and team insights to improve processes, performance, and customer outcomes.
• Communicate effectively across all levels of the organization, building trusted relationships with team members, customers, and cross-functional stakeholders.
• Excellent presentation and facilitation skills, with the ability to confidently engage audiences ranging from frontline operators to executive stakeholders, deliver impactful training, and communicate complex concepts in a clear and compelling manner.
• Experience working with hospitality technology solutions such as PMS, Channel Managers, Revenue Management Systems, CRM, CRS or related hotel software is strongly preferred.
• Experience supporting multi-property operators, hotel groups, or complex hospitality organizations is strongly preferred.
• Comfortable working cross-functionally in a fast-paced, remote-first environment while balancing people leadership, operational priorities, and customer outcomes.

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