[Hiring] Lead, SMB Onboarding @Third-Party Job Posts

Role Description

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.

• Build a high-performing, customer-centric team through coaching, performance management, and operational leadership.
• Empower your team to guide customers through implementation, adoption, and launch.
• Drive consistency, quality, and customer satisfaction across onboarding engagements.
• Collaborate with Customer Success Lead, Onboarding Directors, and regional Onboarding Leads to drive onboarding strategy and share best practices.
• Build strong partnerships with leaders across various departments to improve processes and enhance customer experience.

Qualifications

• 4+ years of hospitality management experience, preferably within hotels, resorts, or hospitality management companies.
• 2+ years of experience in strategic, project management, implementation, onboarding, customer success, or operational leadership roles.
• Strong leadership and communication skills.
• Experience working with hospitality technology solutions such as PMS, Channel Managers, Revenue Management Systems, CRM, or related hotel software is strongly preferred.
• Experience supporting multi-property operators, hotel groups, or complex hospitality organizations is strongly preferred.

Requirements

• Exceptional learning agility, strategic thinking, and operational leadership skills.
• Proven ability to build trust, develop people, and lead with empathy.
• Demonstrated success leading and influencing others through coaching and mentorship.
• Willingness to travel occasionally to customer locations as needed.
• Ability to communicate effectively across all levels of the organization.
• Excellent presentation and facilitation skills.

Benefits

• Remote First, Remote Always.
• PTO in accordance with local labor requirements.
• Fully Paid Parental Leave.
• Home office stipend based on country of residency.
• Professional development courses in Cloudbeds University.
• Access to professional development, including manager training and upskilling.