Onboarding Coach - Guest Experience

What Makes Cloudbeds 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 (Portugal) How You'll Make an Impact: As an Onboarding Coach, you will empower our clients to transform their properties through our AI Smarts + Hospitality Hearts mission. You will drive the shift from a pure training function to a strategic business partner. Leveraging your firsthand hospitality operations experience, you won't just teach the system—you will help hoteliers design processes that eliminate friction, allowing them to focus on their guests. This is a role for a Caring Rebel who models Hospitality Before Efficiency , empowering clients to use our platform to deliver an experience of Unreasonable Hospitality . We’re looking for someone who truly understands hospitality, and will personalize their communications with our customer to demonstrate how our platform makes their lives easier. You’ll care for our customers and their properties just as you would for a guest in a hotel—always going the extra mile. In this role, you’ll train clients on the Cloudbeds platform, making sure they are confident using it to power their hospitality business. Our Customer Onboarding Team: Our Onboarding team is where Hospitality Hearts meet Smart Solutions . We are a fully-remote group of former hoteliers and customer experience professionals, focused on removing unnecessary manual work so we can spend more time on our "human magic": building and strengthening relationships, and ensuring our customers feel confident and supported from day one. If you are driven by emotional intelligence, trust-building, and delivering deeply personalized hospitality moments instead of repetitive operational tasks, you will feel right at home here. What You Bring to the Team: Champion our core principle: Standardize the repeatable, personalize the meaningful. You’ll harness AI and smart tooling to handle administrative drag and repetitive training questions, liberating your time to focus on strategic onboarding and deep product adoption. Drive Operational Excellence: Partner with Sales and Product to transform Guest Experience onboarding feedback into systemic operational improvements, ensuring Cloudbeds’ platform value is communicated and realized from day one. Embody the Caring Rebel Mindset: You’ll maintain full client context throughout the onboarding journey, ensuring every nugget of knowledge is captured, searchable, and reusable for the next customer. Facilitate the Full Customer Journey: Manage the customer path for Guest Experience and Marketing via ongoing support via video, phone, and email. Define and Deliver Success: Partner with Sales to establish clear success metrics, demonstrate ROI, and drive robust customer retention. Build Lasting Loyalty: Cultivate strong customer relationships that guarantee platform adoption and long-term brand loyalty. Master the Product: Develop a deep, nuanced understanding of Cloudbeds’ products, integrations, and evolving customer need to be used for our Guest Experience and Marketing platform. Contribute and Collaborate: Actively build our knowledge base by contributing to training materials, capturing insights, and staying ahead of system changes and new features. Keep Data Front and Center: Maintain accurate records of customer activities in Salesforce, gather actionable feedback, and share insights to fuel continuous product improvement. What Sets You Up for Success: Bring over 3 years of 5-star hospitality experience in key roles (Front Desk or Revenue Manager) within a leading hotel brand, or possess at least 3 years of relevant SaaS industry experience in a customer-facing role. Demonstrate deep expertise in Revenue Management principles and technology (e.g., RMS, dynamic pricing, demand forecasting, RevPAR, ADR, Occupancy). Possess a proven ability to translate complex, AI-driven concepts (Revenue Intelligence) into clear, practical business terms for clients. Deliver exceptional communication with empathy and a relentless customer-focused approach. Communicate product offerings clearly and effectively, synthesize customer feedback for internal product and engineering teams. Empower clients to become self-sufficient during onboarding and throughout their lifecycle. Manage multiple projects or accounts simultaneously, leveraging strong organizational and proactive management skills. Share customer insights and opportunities across departments (Sales, Product, Marketing) to drive internal alignment and strategic growth. Familiarity with CRM/Email Marketing platforms is a significant plus. Professional fluency in Spanish is required. Professional fluency in English is required. Bonus Skills to Stand Out (Optional): Project Management certification NOTE: PLEASE SUBMIT YOUR CV/RESUME IN ENGLISH 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 : 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 Monthly Wellness Fridays - enjoy an extra-long weekend every month 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 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. #LI-REMOTE