SMB Onboarding Lead

Cloudbeds
Argentina, Mexico
Workplace: RemoteFull timeFunction: Administration & Executive AssistanceSkills: ["Emotional intelligence","Trust-building","Relationship building","Agile leadership","Data-driven thinking"]

Lead a fully remote Customer Onboarding Team, guiding Onboarding Coaches to deliver seamless, personalized onboarding experiences for SMB hospitality customers. Evolve the function from training to a strategic business partnership by driving AI and modern tooling adoption, managing performance and growth, and owning metrics that improve retention and ROI. Serve as an escalation point for complex technical/operational questions and translate onboarding feedback into cross-functional operational improvements.

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FursaFursa
Cloudbeds
Cloudbeds
3 days ago

SMB Onboarding Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Lead a fully remote Customer Onboarding Team, guiding Onboarding Coaches to deliver seamless, personalized onboarding experiences for SMB hospitality customers. Evolve the function from training to a strategic business partnership by driving AI and modern tooling adoption, managing performance and growth, and owning metrics that improve retention and ROI. Serve as an escalation point for complex technical/operational questions and translate onboarding feedback into cross-functional operational improvements.
Location: Argentina, Mexico
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Cultivate and lead a high-performing Customer Onboarding Team of Onboarding Coaches, mentoring and empowering them to deliver exceptional onboarding experiences.
  • •Drive adoption of AI and modern tooling to eliminate administrative drag and enable strategic onboarding guidance and deep product adoption.
  • •Own performance management, including 1-on-1s, check-ins, and performance reviews, and facilitate learning and career growth opportunities.
  • •Manage a customer portfolio with retention goals by analyzing utilization and customer data to uncover insights and improve onboarding experiences.
  • •Serve as an escalation point for complex technical/operational inquiries and partner cross-functionally with Sales, Product, and Support to convert onboarding feedback into operational improvements.

Pay and Benefits

Perks:Paid LeaveParental LeaveHome OfficeWellness StipendLearning BudgetRemote Work

Key Requirements

  • •2+ years of direct leadership experience within a hospitality property (e.g., Front Desk Manager, Revenue Manager, Concierge) or 3+ years of relevant Hospitality SaaS industry experience in a customer-facing leadership/matrix role.
  • •Exceptional technical aptitude and learning agility to work with AI and adapt to evolving technology.
  • •Strong emotional intelligence with proven ability to build trust, resolve competing priorities under pressure, and create relationships across levels.
  • •Experience managing people, processes, and accounts in an agile system and matrix reporting environment, including learning and development plans.
  • •Clear communicator who can synthesize technical and business concepts in written and verbal contexts.
Experience:HospitalityHospitality SaaSCustomer-facing
Skills:Emotional intelligenceTrust-buildingRelationship buildingAgile leadershipData-driven thinking
Certifications:PMPAgileProsci
Languages:SpanishPortugueseEnglishThaiTagalog
Tech Stack:AISalesforceCRMPMSOTAs

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