Remote Mid-Market Onboarding Coach

Cloudbeds; Monterrey; Remote; MXN 446,000 - 837,000; Full time

Benefits offered by this job

Remote-first culture

PTO and paid parental leave

Home office stipend

Professional development

Disability accommodations

Job summary

Cloudbeds is seeking a Mid Market Onboarding Coach to guide mid-market properties through onboarding, training, adoption, and launch of our AI-powered hospitality platform. You will balance hospitality expertise with technical proficiency to ensure customers realize fast, confident value.

You will collaborate with Onboarding PM and cross-functional teams to deliver a seamless experience for strategic, complex customers, while maintaining a human-centric, caring approach."

Qualifications

• 4+ years of hospitality operations experience, preferably in leadership or senior operational roles within hotels, resorts, hotel groups, or hospitality management companies.
• 2+ years of SaaS onboarding, implementation, customer success, account management, or customer-facing software experience preferred.
• Demonstrated emotional intelligence and trust-building; comfortable engaging with customers at all levels.
• Strong consultative, problem-solving, and project coordination skills for multiple high-value engagements.
• Exceptional technical aptitude and learning agility; ability to leverage AI and quickly adopt new tools.
• Experience working with hospitality technology solutions (PMS, CRS, Channel Managers, Revenue Management Systems, or related hotel software) strongly preferred.

Responsibilities

• Serve as the trusted advisor for assigned mid-market customers, providing strategic guidance on operational workflows, change management, system configuration, and platform adoption throughout onboarding.
• Own the customer relationship end-to-end - guiding system setup, resolving escalated issues, and guiding onboarding through hypercare and transition to ongoing support.
• Build trusted relationships with property leadership, owners, and key stakeholders, partnering with Onboarding Project Management to execute plans and hit milestones.
• Act as a strategic consultant throughout onboarding, identifying opportunities to expand platform/feature adoption and drive long-term customer success.
• Collaborate with Sales, Product, Customer Success, and Support to turn onboarding feedback into systemic improvements and realize value early.
• Deliver consultative training and coaching to empower customers to learn, adopt, and maximize platform value; proactively removing risks in complex engagements.
• Champion standardize the repeatable, personalize the meaningful by adopting AI and tooling to handle administrative work.

Skills

Hospitality operations

SaaS onboarding

Emotional intelligence

Consultative approach

Project coordination

AI aptitude

Hospitality tech experience

Tools

PMS systems

CRS systems

Channel Managers

Revenue Management Systems

Job description

Cloudbeds is seeking a Mid Market Onboarding Coach to guide mid-market properties through onboarding, training, adoption, and launch of our AI-powered hospitality platform. You will balance hospitality expertise with technical proficiency to ensure customers realize fast, confident value.

You will collaborate with Onboarding PM and cross-functional teams to deliver a seamless experience for strategic, complex customers, while maintaining a human-centric, caring approach."