Remote Onboarding Lead — AI-Driven Hospitality

Cloudbeds; Cancún; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first culture

Home office stipend

Descripción de la vacante

Cloudbeds is seeking a Senior Onboarding Leader to guide a fully remote team of Onboarding Coaches. You will shape the customer journey, mentor staff, and transform onboarding into a strategic partnership with Sales, Product, and Support.

Ideal candidates have strong leadership in hospitality SaaS, deep emotional intelligence, and a proven ability to drive retention, adoption, and measurable value for hoteliers worldwide.

Formación

• 2+ years of direct leadership experience within a hospitality property or 3+ years in Hospitality SaaS customer-facing leadership/matrix role.
• Prior experience as a Senior or Key Account Onboarding Coach within Cloudbeds is a major plus.
• High emotional intelligence with ability to build trust and manage competing priorities.

Responsabilidades

• Lead a remote Onboarding Coaches team to deliver exceptional onboarding experiences.
• Partner with Sales, Product, and Support to convert onboarding feedback into systemic improvements.
• Own 1-on-1s, check-ins, and performance reviews with team members and support career growth.
• Monitor customer segments and retention goals, analyze usage data to improve onboarding.
• Serve as escalation point for complex inquiries from clients and stakeholders.
• Define success with Sales to drive ROI and customer retention; identify upsell opportunities.
• Design and track metrics to measure project, people, and process success.

Conocimientos

Spanish

Portuguese

English

Thai

Tagalog

Project Management Certification

Agile Certification

Prosci Certification

Hospitality degree

Educación

Hospitality degree

Descripción del empleo

Cloudbeds is seeking a Senior Onboarding Leader to guide a fully remote team of Onboarding Coaches. You will shape the customer journey, mentor staff, and transform onboarding into a strategic partnership with Sales, Product, and Support.

Ideal candidates have strong leadership in hospitality SaaS, deep emotional intelligence, and a proven ability to drive retention, adoption, and measurable value for hoteliers worldwide.