Onboarding Lead

What Makes Us 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 - (Philippines)

Shift: Monday - Friday 7AM - 4PM UTC OR 8AM - 5PM UTC

How You'll Make an Impact:

As a leader within the Customer Onboarding Team, You will be responsible for cultivating a highly effective, close-knit, and collaborative team that consistently delivers exceptional support. By ensuring seamless and successful onboarding experiences, your leadership directly translates into immediate value realization and long-term retention for our customers. If you are ready to make a significant impact by guiding, mentoring, and setting the standard for an exciting customer journey, we look forward to having you lead the way!

 

What You Bring to the Team:

• Monitor a segment of Cloudbeds customers with associated retention goals.
• Analyze customer data to improve customer utilization.
• Manage customer escalations related to the strategic use of Cloudbeds software.
• Seek to promote the value of the product and upsell services and products.
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.
• Train, mentor, motivate, and empower a world-class team of Onboarding Coaches.
• Own preparation, execution, and follow-up for 1-on-1s and performance reviews in a performance management capacity.
• Work to establish a regular meeting schedule and check-ins with Onboarding team members.
• Identify, communicate, and facilitate learning and career-growth opportunities for each member of your team.
• Serve as a confident, knowledgeable, and patient escalation point for inquiries from client and third-party stakeholders including key decision-makers and senior leadership.
• Design, implement, and track quantitative and qualitative metrics to measure the success of projects, people, and processes.
• Strategize with cross-departmental teams to improve our client onboarding experience, shorten delivery time frames, and develop repeatable, scalable processes.
• Drive and implement best practices around customer outreach for reviews.
• Provide leadership in hospitality training and thought leadership within the Onboarding team.
• Understand each customer's strategic goals and make recommendations based on Cloudbeds products and best practices.
• Collaborate with internal teams to drive alignment, understand customer perceptions, and partner together to exceed customer expectations.
• Analyze data independently to discover insights to improve the customer experience.

 

What Sets You Up for Success:

• Senior or Key Account Onboarding Coach role within Cloudbeds (if applicable)
• At least 2 years of leadership experience with a hospitality property or hospitality software company. 
• Experience with multiple areas of a hotel or similar property type (Frontdesk manager, Revenue Manager, Concierge, etc.). 
• Ability to manage people and projects effectively in an agile system and matrix reporting environment. 
• Ability to mentor team members and oversee comprehensive learning and development plans for the team.
• Exceptional organizational and interpersonal skills with demonstrated ability to resolve competing priorities under pressure.
• Ability to clearly, concisely, and confidently communicate information in written and verbal contexts.
• Demonstrated ability to create and maintain relationships with people on all levels of the organization (internally and externally).
• You take pride in being a top performer and a subject matter expert.
• Able to thrive in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail.
• Ability to quickly grasp and distinctly explain technological and business concepts.
• Ability to work with AI and to feel comfortable adapting new technology software.
• Comfortable working with people from different cultures and backgrounds.
• Knowledge of different operating systems like CRM, OTAs, PMS background, etc.

 

Recommended Skills to Stand Out:

1. Knowledge of Spanish, Portuguese, English 
2. Project Management certification  

What to Expect - Your Journey with Us 

Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.

Learn more online at cloudbeds.com  

Company Awards to Check Out! 

• Best All-In-One Hotel Management System | HotelTechAwards (2025)
• Overall 10 Best Places to Work | HotelTechAwards (2025)
• Most Loved Workplace® Certified (2024) 
• Top 10 People’s Choice(2024)
• Deloitte Technology Fast 500 (2024)

Discover our Benefits:

• Remote First, Remote Always 
• PTO in accordance with local labor requirements
• 2 corporate apartment accommodations for team member use for free (San Diego & São Paulo)
• Monthly Wellness Fridays - enjoy an extra long weekend every month
• Full Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University 
• Access to professional development, including manager training, upskilling and knowledge transfer 

Everyone is Welcome - A Culture of Inclusion  

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard of hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at 858-201-7832 or via email at accommodations@cloudbeds.com. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.