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# Onboarding Coach

Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move.

[Apply for this job](#job-application)[View company](https://jobicy.com/company/cloudbeds.md)Share14 Sep 2026Published39Listing views2Application actions14 Oct 2026Apply before  Opportunity details

## About this role.

AI SummaryCloudbeds is seeking a remote Onboarding Coach based in Thailand to guide hospitality customers through implementation and adoption of its hotel-management platform. The role delivers client training and ongoing support through video, phone, and email while troubleshooting escalated issues and documenting activity in Salesforce. This professional partners with Sales to define customer success, demonstrate ROI, improve retention, and relay customer feedback internally. Successful candidates bring strong English communication skills plus either substantial luxury-hospitality experience or SaaS customer-facing experience. The position requires organized account management, empathy, and the ability to help clients become self-sufficient users.

## Role DNA

A quick view of the complexity, pace, ownership and collaboration implied by the job description.

### Job Complexity

3/5EasyHard

### Pace & Pressure

4/5RelaxedFast-paced

### Autonomy Level

4/5GuidedFull ownership

### Communication Load

5/5IndependentCollaborative

AI insightThe work requires balancing multiple customer implementations, resolving issues across channels, and translating a SaaS product into practical hospitality workflows. It is moderately complex because success depends on product knowledge, relationship management, and proactive coordination with Sales and internal teams.

## Salary analysis

Estimated compensation compared with the broader US market for similar roles.

Estimated job medianHighly competitive$77,500US market range$65k–$90k0$99k

AI insightNo actual salary was disclosed in the posting, so these are estimated US-market annual base-salary figures for a mid-level SaaS customer onboarding/customer success professional. Estimated market range: $65,000-$90,000 USD, with an estimated midpoint of $77,500 USD; actual Thailand-based compensation may differ materially based on local market and employment arrangements.

## Core skills

Skills and capabilities most closely associated with this opportunity.

[Customer onboarding](https://jobicy.com/jobs?search_keywords=Customer%20onboarding.md)[Customer success](https://jobicy.com/jobs?search_keywords=Customer%20success.md)[Hospitality operations](https://jobicy.com/jobs?search_keywords=Hospitality%20operations.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[Client training](https://jobicy.com/jobs?search_keywords=Client%20training.md)[Customer support](https://jobicy.com/jobs?search_keywords=Customer%20support.md)[Product adoption](https://jobicy.com/jobs?search_keywords=Product%20adoption.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[Account management](https://jobicy.com/jobs?search_keywords=Account%20management.md)[Stakeholder communication](https://jobicy.com/jobs?search_keywords=Stakeholder%20communication.md)

Sample interview questionsHow would you structure an onboarding plan for a hotel that is new to Cloudbeds?I would begin with discovery to understand the property’s size, operating model, existing processes, integrations, and success criteria. I would then create a phased plan covering configuration, role-based training, practice tasks, go-live readiness, and post-launch follow-up, with clear owners and milestones. Throughout the process, I would confirm understanding and measure adoption rather than assuming training completion equals customer readiness.

Describe how you would handle a customer who is frustrated by an escalated system issue during onboarding.

I would first acknowledge the impact on their operation, clarify the issue and urgency, and set realistic expectations for next steps. I would gather the relevant details, troubleshoot what I can, escalate with a concise record when needed, and provide regular updates until resolution. Afterward, I would confirm the customer can proceed and identify any process or training changes that could prevent recurrence.

How do you demonstrate ROI to a hospitality customer using a SaaS platform?

I connect platform capabilities to the customer’s stated business goals, such as reducing manual work, improving reservation management, increasing channel efficiency, or strengthening guest experience. I use their current workflow as a baseline and identify measurable indicators such as time saved, adoption of key features, fewer operational errors, or improved booking performance. The conversation should focus on outcomes relevant to the property rather than a generic product demonstration.

How do you manage several onboarding accounts at once without compromising the customer experience?

I prioritize accounts by implementation stage, go-live risk, customer impact, and agreed deadlines, using a structured CRM and task-management routine. I establish agendas, milestones, and follow-up commitments after every customer interaction so stakeholders always understand the next step. I also communicate early if a dependency or risk could affect the timeline and coordinate internally to remove blockers.

What would you do with recurring customer feedback about a product limitation?

I would document the feedback with specific use cases, affected workflows, frequency, and business impact rather than forwarding a vague request. I would share the insight with the appropriate product or operational stakeholders, look for a current workaround where possible, and keep customers informed without making unapproved promises. Repeated themes would also inform training materials and onboarding guidance.

What Makes Cloudbeds 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.

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. Join a global team of innovative professionals to tackle key challenges in hospitality using the latest technology in software development, data science, AI, and more. 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.

Location: Remote – (Thailand)

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 via video, phone, and email.
* 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 key roles (Front Desk or Revenue Manager) within a leading hotel brand, or possess at least 3 years of relevant SaaS industry experience in a customer-facing role.
* Fluency in English

Recommended Skills to Stand Out:

* Project Management certification

NOTE: PLEASE SUBMIT YOUR CV/RESUME IN ENGLISH

#LI-LT1

What to Expect – Your Journey with Us
Behind Cloudbeds’ revolutionary technology is a team of 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 we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we’re not just watching the future of hospitality unfold – we’re coding it, designing it, writing it, and shipping it. If you’re ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.

Learn more online at [cloudbeds.com](https://www.cloudbeds.com/)

Company [Awards](https://www.cloudbeds.com/press/?press_type=company-news&news_category=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
* PTO in accordance with local labor requirements
* Monthly Wellness Fridays – enjoy an extra-long weekend every month
* 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 (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. 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 [accommodations@cloudbeds.com](mailto:accommodations@cloudbeds.com). Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.

#LI-REMOTE

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[Apply now >](https://jobicy.com/jobs/153273-onboarding-coach.md)

>  Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md)

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