Onboarding Coach – SaaS Hospitality Career Growth in Columbus
Career & Market Insight
Career Development Potential
This Onboarding Coach role at Cloudbeds sits at a valuable intersection of hospitality domain expertise, SaaS customer success, and AI-driven product adoption — a skill combination increasingly sought after as B2B SaaS companies embed AI into vertical-specific platforms. Building fluency in these areas now positions you well for senior Customer Success Manager, Solutions Consultant, or even Product roles.
Compensation Context: No salary is listed, which is a minor yellow flag. For a LATAM-based remote SaaS customer success role at this experience level (3+ years), market rates typically range from $25,000–$50,000 USD annually depending on country. Cloudbeds' Deloitte Fast 500 recognition and 650+ headcount suggest Series B/C maturity with competitive (for region) comp.
Green flags:
- Fully remote culture with strong async tooling — suggests genuine flexibility, not performative
- Cross-functional exposure to Sales, Product, and Marketing builds a broad internal network
- Cloudbeds University and professional development budget signal investment in employee growth
- Role evolves into a strategic business partner function, not a ticket-queue job
Watch out for:
- Fixed shift hours (up to 10 PM UTC) may limit work-life balance for some LATAM timezones
- No salary transparency in the posting — negotiate carefully using regional SaaS benchmarks
- High client-volume management across onboarding cycles can be demanding without clear headcount ratios
Overall, this is a strong role for hospitality professionals pivoting to tech, or SaaS CSMs who want deeper vertical specialization in a fast-growing, award-winning company.
What Makes Cloudbeds Unique
At Cloudbeds, we're not just building software — we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large 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.
Since our founding in 2012, we've continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again.
Location: Remote – LATAM
Working Hours: Shifts ranging from 11:00 AM – 8:00 PM UTC to 1:00 PM – 10:00 PM UTC.
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. 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.
What You Bring to the Team
- Champion our core principle: Standardize the repeatable, personalize the meaningful. Harness AI and smart tooling to handle administrative drag and repetitive training questions, freeing time for strategic onboarding and deep product adoption.
- Drive Operational Excellence: Partner with Sales and Product to transform Guest Experience onboarding feedback into systemic operational improvements.
- Embody the Caring Rebel Mindset: Maintain full client context throughout the onboarding journey, ensuring every nugget of knowledge is captured, searchable, and reusable.
- 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 needs for Guest Experience and Marketing platforms.
- Contribute and Collaborate: Actively build the 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
- 3+ years of 5-star hospitality experience in key roles (Front Office or Revenue Manager) within a leading hotel brand, OR at least 3 years of relevant SaaS industry experience in a customer-facing role.
- Deep expertise in Guest Experience communications.
- Proven ability to translate complex, AI-driven concepts (Revenue Intelligence) into clear, practical business terms for clients.
- Exceptional communication with empathy and a relentless customer-focused approach.
- Ability to clearly communicate product offerings and effectively synthesize customer feedback for internal product and engineering teams.
- Experience empowering clients to become self-sufficient during onboarding and throughout their lifecycle.
- Ability to manage multiple projects or accounts simultaneously with strong organizational and proactive management skills.
- Experience sharing customer insights across departments (Sales, Product, Marketing) to drive internal alignment and strategic growth.
- Familiarity with CRM/Email Marketing platforms is a significant plus.
Bonus Skills to Stand Out
- Multilingual: English, Portuguese, Spanish, Thai, or Tagalog
- Project Management certification
Work Authorization: Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas.
What to Expect – Your Journey with Us
Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages and shares one language: a passion for innovation and travel.
Learn more online at cloudbeds.com
Cloudbeds Awards:
- Winner – Hotel Management Software | HotelTechAwards (2026)
- Overall 10 Best Places to Work | HotelTechAwards (2026)
- Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)
- Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026)
- Most Loved Workplace® Certified (2024)
- Deloitte Technology Fast 500 (2024)
Discover our Benefits:
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- 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, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics.
Cloudbeds is committed to the full inclusion of all qualified individuals. 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 [email protected]. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring process.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing and recruiting agencies are not authorized to use this site or submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies.
Frequently Asked Questions
Is this role truly fully remote, or will I need to visit an office?
What are the working hours for this Onboarding Coach position?
Does Cloudbeds offer visa sponsorship for this role?
What background is required: hospitality or SaaS experience?
What professional development opportunities does Cloudbeds offer?
