[Hiring] Lead, SMB Onboarding @Cloudbeds

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, professional development, and operational leadership.
• Empower your team to guide customers through implementation, adoption, and launch while driving consistency, quality, and customer satisfaction.
• Work closely with the Customer Success Lead, Onboarding Directors, and fellow regional Onboarding Leads to drive onboarding strategy and share best practices.
• Build strong partnerships with leaders across Professional Services, Sales, Account Management, Customer Success, Product, Support, and Operations.
• Support and develop a team while ensuring customers receive a seamless onboarding experience.

Qualifications

• 4+ years of hospitality management experience, preferably within hotels, resorts, hotel groups, or hospitality management companies.
• 2+ years of experience in strategic, project management, implementation, onboarding, customer success, or operational leadership roles.
• Proven ability to build trust, develop people, and lead with empathy.
• Strong leadership and communication skills.
• Experience working with hospitality technology solutions such as PMS, Channel Managers, Revenue Management Systems, CRM, CRS or related hotel software is strongly preferred.

Requirements

• Show strong AI Smarts: Exceptional learning agility, strategic thinking, and operational leadership skills.
• Demonstrate success leading and influencing others through coaching, mentorship, stakeholder management, and cross-functional collaboration.
• Willingness and ability to travel occasionally to customer locations as business needs require.
• Build strong cross-functional relationships and effectively partner with leaders across various departments.
• Communicate effectively across all levels of the organization.

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, upskilling, and knowledge transfer.

Company Description

At Cloudbeds, we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. We help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners.

• Winner – Hotel Management Software | HotelTechAwards (2026).
• Overall 10 Best Places to Work | HotelTechAwards (2026).
• Overall Top 10 Hotelier's Choice | HotelTechAwards (2026).
• Most Loved Workplace® Certified (2024).
• Deloitte Technology Fast 500 (2024).