Onboarding Coach - Onsite

Location: Thailand Remote Work Mention: Role is onsite with frequent travel to visit customers; remote work is not indicated for this position. Employment Type: Not explicitly stated. Experience Level: Requires over 3 years of 5-star hospitality experience (e.g., Front Desk, Guest Services, Revenue Management, Hotel Ops) within a leading hotel brand, or at least 3 years of relevant SaaS industry experience in a customer-facing role. Salary Mentions: No specific salary mentioned; there is a question about salary expectations in the application form.

What Makes Us 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.

How You'll Make an Impact:

As an Onboarding Coach, we’re looking for someone who truly understands hospitality and can step into our clients’ shoes to demonstrate how our system makes their lives easier. You’ll care for our clients 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 system, tailoring it to fit their needs as a hospitality business. By asking the right questions, you’ll get to know your clients and ensure that, by the end of the onboarding process, they have a complete understanding of and confidence in using the system.

Our Customer Onboarding Team:

As part of our Customer Onboarding Team, you’ll play a vital role in bringing our motto “more reservations, happier guests” to life. Our team is close-knit and collaborative, living this motto every day by working closely together to provide exceptional support and ensure a seamless onboarding experience for our customers. If you’re ready to make a difference and be part of an exciting journey, we’d love to have you on board!

What You Bring to the Team:

Facilitate client onboarding, training, and ongoing support onsite in the property or remotely.
Resolve customer inquiries and troubleshoot escalated issues across multiple channels.
Partner with Sales to define success, demonstrate ROI, and drive retention.
Build strong client relationships to encourage loyalty and promote product adoption.
Develop a deep understanding of Cloudbeds’ products and customer needs.
Contribute to training materials and stay updated on system changes.
Record activities in Salesforce, gather feedback, and share insights for product improvements.

What Sets You Up for Success:

Communicate product offerings clearly and synthesize feedback for internal teams.
Share customer insights and opportunities across departments to drive alignment.
Manage multiple projects or accounts with strong organizational and proactive skills.
Empower clients to become self-sufficient during onboarding and beyond.
Deliver exceptional communication with empathy and a customer-focused approach.
Bring over 3 years of 5-star hospitality experience in roles like Front Desk or Revenue Manager within a leading hotel brand, or possess at least 3 years of relevant SaaS industry experience in customer-facing role.

Recommended Skills to Stand Out:

Project Management certification.
Knowledge of Onsite Onboarding.

*NOTE: PLEASE SUBMIT YOUR CV/RESUME IN ENGLISH*

What to Expect - Your Journey with Us

Behind Cloudbeds' revolutionary technology is a team 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 shares one language: passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate—we're coding it, designing it, writing it and shipping it. If you're ready to work alongside some of the brightest minds obsessed with using AI to transform a trillion-dollar industry, this is your chance. 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 (company-wide policy; note this role is onsite)
PTO per local labor laws
Monthly Wellness Fridays - extra long weekend every month
Full Paid Parental Leave
Home office stipend based on country of residency
Professional development courses via Cloudbeds University
Access to manager training, upskilling & knowledge transfer

Everyone is Welcome - A Culture of Inclusion

Cloudbeds is an Equal Opportunity Employer celebrating diversity globally. No discrimination based on race, religion, color, national origin, gender (including pregnancy), sexual orientation, gender identity/expression, age, veteran status or disability. Reasonable accommodations are provided during hiring processes including ASL interpreters if needed.

Skills Mentioned Explicitly or Implicitly:

Hospitality expertise (Front Desk operations, Revenue Management)
SaaS industry customer-facing experience
Client onboarding & training skills
Customer support & troubleshooting
Relationship building & client retention strategies
Product knowledge & feedback synthesis
Salesforce usage for activity recording
Communication skills with empathy & customer focus
Project management (certification recommended)
Ability to empower clients toward self-sufficiency

Additional Notes:

This is an onsite role located in Thailand requiring frequent travel to visit customers. Candidates must be willing to work under these conditions. Application requires submission of CV/Resume in English. Salary expectations are asked during application but no salary range is provided.