Onboarding Coach – Customer Success

About the role

Cloudbeds is looking for an Onboarding Coach to join its fully remote Customer Onboarding Team. You will act as the hospitality expert who guides new clients through the setup of our hotel management platform, ensuring they feel confident and capable by the end of the onboarding journey.

Key responsibilities

• Facilitate client onboarding, training, and ongoing support via video calls, phone, and email.
• Resolve customer inquiries and troubleshoot escalated issues across multiple channels.
• Partner with Sales to define success metrics, demonstrate ROI, and drive client retention.
• Build strong client relationships to encourage loyalty and promote product adoption.
• Develop deep knowledge 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.

Required profile

• Excellent communication skills with the ability to synthesize feedback for internal teams.
• Strong organizational and proactive project‑management abilities.
• Empathetic, customer‑focused approach that empowers clients to become self‑sufficient.
• At least 1 year of hospitality experience (e.g., Front Desk, Revenue Manager).
• Minimum 2 years of relevant industry experience in customer success or onboarding.

Required skills

• Salesforce

What we offer

• Opportunity to work with a global, fully remote team.
• Impactful role in a fast‑growing hospitality technology company.
• Collaborative environment focused on continuous learning and innovation.