Lead, SMB Onboarding, Thailand

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. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. 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, but we're just getting started.

Location: Remote – Thailand

How You'll Make an Impact

As the SMB Onboarding Lead, you will lead, mentor, and develop a team of SMB Onboarding Coaches, Guest Experience Onboarding Coaches and Accounting Specialists, responsible for delivering exceptional onboarding experiences for Cloudbeds' customers within Thailand.

Your primary focus will be building a high-performing, customer-centric team by providing coaching, performance management, professional development, and operational leadership. You will empower your team to successfully guide customers through implementation, adoption, and launch while driving consistency, quality, and customer satisfaction across onboarding engagements.

Working closely with the Customer Success Lead, Onboarding Directors and fellow regional Onboarding Leads, you will help drive onboarding strategy, share best practices, and scale operational excellence across the organization. You will also build strong partnerships with leaders across Professional Services, Sales, Account Management, Customer Success, Product, Support, and Operations to continuously improve processes, strengthen feedback loops, and enhance the customer experience.

This role is ideal for a leader who is passionate about developing people, driving customer outcomes, and creating alignment across teams to help Cloudbeds customers realize value quickly and successfully.

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.

If you are driven by emotional intelligence, trust-building, and delivering deeply personalized hospitality moments instead of repetitive operational tasks, you will feel right at home here.

As an SMB Onboarding Lead, you will support and develop a team of SMB Onboarding Coaches, Guest Experience Onboarding Coaches and Accounting Specialists while partnering closely with cross-functional teams to ensure customers receive a seamless onboarding experience from implementation through launch.

What You'll Bring to the Team

• Lead, mentor, and develop a team of SMB Onboarding Coaches, Guest Experience Onboarding Coaches and Accounting Specialists fostering a culture of accountability, collaboration, and continuous improvement.
• Drive employee engagement, performance, retention, and professional growth through ongoing coaching, feedback, and development planning.
• Partner closely with the Customer Success Lead, Onboarding Directors and fellow regional Onboarding Leads to align on onboarding strategy, share best practices, and ensure consistency in execution and customer outcomes across regions.
• Drive team performance against key onboarding metrics, including customer satisfaction, onboarding quality, adoption, and time-to-launch.
• Support team members through complex customer engagements, escalations, and implementation challenges.
• Champion operational excellence by identifying opportunities to improve onboarding processes, team efficiency, and customer outcomes.
• Build strong relationships with leaders across Professional Services, Sales, Account Management, Product, Support, and other co-departments.
• Establish effective feedback loops that ensure customer insights and onboarding learnings drive continuous improvement across teams and processes.
• Partner cross-functionally to improve customer lifecycle transitions, remove friction, and deliver a seamless customer experience.
• Champion the core principle: Standardize the repeatable, personalize the meaningful.
• Leverage AI and scalable tools to reduce administrative work, increase team effectiveness, and enable more meaningful customer interactions.
• Serve as an advocate for both customers and your team, ensuring customer needs and employee feedback are represented in organizational discussions.
• Travel to customer properties on-site as needed to support complex implementations, strengthen customer relationships, assist with escalations, and ensure successful onboarding and go-live experiences.

What Sets You Up for Success

• Show strong AI Smarts: Exceptional learning agility, strategic thinking, and operational leadership skills. You leverage data, AI, and technology to drive efficiency, improve team performance, and create scalable onboarding experiences. You are comfortable navigating ambiguity, identifying opportunities for continuous improvement, and leading teams through change in a fast-paced environment.
• Demonstrate your Hospitality Heart: Proven ability to build trust, develop people, and lead with empathy. You are passionate about coaching and mentoring team members, fostering a culture of accountability, collaboration, and continuous learning. You understand that exceptional employee experiences drive exceptional customer experiences and are committed to helping your team grow and succeed.
• Bring 4+ years of hospitality management experience, preferably within hotels, resorts, hotel groups, or hospitality management companies.