Onboarding Coach - Guest Experience

Responsibilities

• Facilitate client onboarding, training, and ongoing support via video, phone, and email for the Whistle messaging platform.
• Resolve customer inquiries and troubleshoot escalated issues across multiple communication channels.
• Partner with Sales to define success, demonstrate ROI, and drive product retention.
• Build strong client relationships to encourage loyalty and promote product adoption.
• Develop a deep understanding of Cloudbeds’ products and customer needs to provide tailored solutions.
• Contribute to training materials and record all activities in Salesforce to share insights for product improvements.

Requirements

• 3+ years of 5-star hospitality experience in key roles such as Front Desk or Revenue Manager, OR 3+ years of relevant SaaS industry experience in a customer-facing role.
• Deep expertise in Revenue Management principles and technology (e.g., dynamic pricing, demand forecasting, RevPAR, ADR).
• Proven ability to translate complex, AI-driven concepts into clear, practical business terms for clients.
• Strong organizational and project management skills with the ability to manage multiple accounts simultaneously.
• Professional fluency in English.

Preferred Qualifications

• Project Management certification.
• Professional fluency in Spanish.
• Familiarity with CRM or Email Marketing platforms.

Benefits

• Remote First, Remote Always culture.
• Monthly Wellness Fridays for an extra long weekend every month.
• Home office stipend based on country of residency.
• Full Paid Parental Leave.
• Professional development via Cloudbeds University and access to manager training and upskilling.
• PTO in accordance with local labor requirements.

About the Company

Cloudbeds is a global hospitality technology company that powers properties in over 150 countries. We provide an all-in-one platform that helps hoteliers transform their operations and commercial strategies through intelligent, AI-powered solutions. As a remote-first team, we are dedicated to building the future of hospitality and helping our customers achieve "more reservations and happier guests."