Onboarding Coach

About the Role

Cloudbeds is a premier hospitality management software provider, offering an all-in-one suite that includes property management, payment processing, guest communications, revenue management, and distribution tools. Serving thousands of lodging businesses globally—from hotels to short-term rentals—the company leverages an open API to provide scalable, automated operational solutions. The Onboarding Coach is central to this mission, serving as a dedicated expert who guides clients through the platform implementation process to ensure long-term success and product adoption.

Requirements

• The ideal candidate brings over three years of five-star hospitality experience in roles such as Front Desk or Revenue Manager at a leading hotel brand, or alternatively, at least three years of relevant SaaS industry experience in a customer-facing role.
• Strong organizational skills are essential, as the role requires the ability to manage multiple projects or accounts simultaneously.
• Candidates must be fluent in English and possess the ability to facilitate training and support via video, phone, and email.
• The role requires proactive problem-solving abilities to address customer inquiries and troubleshoot escalated issues effectively.
• Applicants must be currently authorized to work in the Philippines without requiring visa sponsorship, and all resumes must be submitted in English to be considered.

Responsibilities

• As an Onboarding Coach, you will facilitate the client onboarding process, providing ongoing training and support through video, phone, and email to ensure users are confident in the system.
• You will ask discovery questions to better understand client needs and tailor the platform to support their specific hospitality business requirements.
• A key part of the position involves partnering with the Sales team to define success metrics, demonstrate return on investment, and drive long-term client retention.
• You will be responsible for building relationships that encourage loyalty and deep product adoption.
• Additionally, you will record all activities within Salesforce, contribute to the creation of training materials, and share valuable customer feedback and product-improvement insights with internal departments to help refine the software experience.

Benefits & Perks

• Cloudbeds operates on a remote-first basis, ensuring flexibility for team members.
• The company provides PTO in accordance with local labor requirements and offers fully paid parental leave.
• Employees are supported with a home office stipend based on their country of residence.
• Professional development is a priority, with access to Cloudbeds University for specialized courses, as well as opportunities for manager training, upskilling, and ongoing knowledge transfer.