Onboarding Coach - Guest Experience

Cloudbeds
Morocco
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Communication","Empathy","Customer-focused","Emotional intelligence","Organizational"]

Own the end-to-end onboarding experience for hospitality customers, helping them adopt the Cloudbeds platform confidently. You’ll translate hospitality operations expertise and revenue management knowledge into clear, personalized guidance delivered via video, phone, and email. Partner with Sales and Product to turn onboarding feedback into operational improvements, define success metrics and demonstrate ROI, and capture customer context and insights in Salesforce.

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FursaFursa
Cloudbeds
Cloudbeds
3 days ago

Onboarding Coach - Guest Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Own the end-to-end onboarding experience for hospitality customers, helping them adopt the Cloudbeds platform confidently. You’ll translate hospitality operations expertise and revenue management knowledge into clear, personalized guidance delivered via video, phone, and email. Partner with Sales and Product to turn onboarding feedback into operational improvements, define success metrics and demonstrate ROI, and capture customer context and insights in Salesforce.
Location: Morocco
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Train and support customers on the Cloudbeds platform to ensure confidence and deep product adoption for Guest Experience and Marketing.
  • •Personalize communications and facilitate the full customer journey using video, phone, and email while maintaining full client context.
  • •Partner with Sales and Product to convert onboarding feedback into systemic operational improvements and define success metrics and ROI.
  • •Demonstrate platform value through hospitality and revenue management expertise, helping clients become self-sufficient throughout onboarding and lifecycle.
  • •Maintain accurate records in Salesforce, build the knowledge base via training materials, and share customer insights across Sales, Product, and Marketing.

Pay and Benefits

Perks:Remote WorkParental LeaveHome OfficeLearning Budget

Key Requirements

  • •Bring 3+ years of 5-star hospitality experience in roles like Front Desk or Revenue Manager within a leading hotel brand, or at least 3 years of relevant SaaS customer-facing experience.
  • •Demonstrate deep expertise in Revenue Management principles and technology (e.g., RMS, dynamic pricing, demand forecasting, RevPAR, ADR, Occupancy).
  • •Translate complex, AI-driven concepts (Revenue Intelligence) into clear, practical business terms for clients.
  • •Deliver exceptional communication with empathy and a customer-focused approach, synthesizing feedback for internal product and engineering teams.
  • •Maintain accurate customer activity records in Salesforce and manage multiple projects/accounts simultaneously.
Experience:3+ yearsHospitalitySaaS
Skills:CommunicationEmpathyCustomer-focusedEmotional intelligenceOrganizational
Certifications:Project Management certification
Languages:FrenchEnglish
Tech Stack:SalesforceRMSDynamic pricingRevPARADROccupancyRevenue Intelligence

Company Brief

Cloudbeds
Provides a cloud-based hospitality management platform including property management, booking engine, channel management, and revenue management tools to hotels, hostels, and vacation rentals worldwide.
Industry: Hospitality
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series C
Headquarters: San Diego, United States
Founded: 2012
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn