[All remote jobs](https://jobicy.com/jobs.md)[![Cloudbeds logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/3aef1a38-221.png)](https://jobicy.com/company/cloudbeds.md)[Cloudbeds](https://jobicy.com/company/cloudbeds.md) # Lead, SMB Onboarding, Thailand AI Summary Cloudbeds seeks a Thailand-based remote leader to manage SMB onboarding coaches, guest-experience coaches, and accounting specialists serving hospitality customers. The role combines people leadership, customer implementation oversight, escalation support, and process improvement across the onboarding lifecycle. The lead partners closely with Customer Success, Sales, Product, Support, and Operations to improve adoption, quality, time-to-launch, and customer satisfaction. Candidates need substantial hospitality-management experience, implementation or customer-success leadership experience, and familiarity with hotel technology such as PMS, channel managers, CRM, and revenue-management systems. Occasional travel to customer properties is required for complex implementations and go-lives.[Apply for this job](#job-application)[View company](https://jobicy.com/company/cloudbeds.md)ShareRemote from[Thailand](https://jobicy.com/job-region/thailand.md)SalaryUndisclosedDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished5 Nov 2026Apply before5 Dec 2026Listing views26Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. What Makes Cloudbeds Unique At [Cloudbeds](https://www.cloudbeds.com/), 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. * Bring 2+ years of experience in strategic, project management, implementation, onboarding, customer success, or operational leadership roles. * Demonstrate success leading and influencing others through coaching, mentorship, stakeholder management, and cross-functional collaboration. * Show expertise in hospitality operations, including front office, reservations, revenue management, guest services, distribution, and property management systems. * Willingness and ability to travel occasionally to customer locations, as business needs require, to provide on-site support during implementations, go-lives, and other critical customer engagements. * Demonstrate strong leadership and communication skills, with the ability to motivate teams, manage competing priorities, navigate complex customer situations, and drive alignment across multiple stakeholders. * Build strong cross-functional relationships and effectively partner with leaders across Professional Services, Sales, Account Management, Customer Success, Product, Support, and Operations to drive customer outcomes and continuous improvement. * Bring a continuous improvement mindset, using customer feedback, operational metrics, and team insights to improve processes, performance, and customer outcomes. * Communicate effectively across all levels of the organization, building trusted relationships with team members, customers, and cross-functional stakeholders. * Excellent presentation and facilitation skills, with the ability to confidently engage audiences ranging from frontline operators to executive stakeholders, deliver impactful training, and communicate complex concepts in a clear and compelling manner. * Experience working with hospitality technology solutions such as PMS, Channel Managers, Revenue Management Systems, CRM, CRS or related hotel software is strongly preferred. * Experience supporting multi-property operators, hotel groups, or complex hospitality organizations is strongly preferred. * Comfortable working cross-functionally in a fast-paced, remote-first environment while balancing people leadership, operational priorities, and customer outcomes. Work Authorization: Please note that 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, 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/) Cloudbeds [Awards](https://www.cloudbeds.com/press/?press_type=company-news&news_category=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 (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. 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, 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. Show more [Apply now >](https://jobicy.com/jobs/159110-lead-smb-onboarding-thailand.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) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior customer-operations leadership role requiring simultaneous ownership of team performance, customer escalations, cross-functional alignment, and hospitality implementations. Success depends on strong judgment in ambiguous, fast-moving situations and the ability to lead distributed teams. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$42,000US market range (per year)$30k–$60k0$66k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. Estimated annual base-pay median is USD 42,000, with an estimated market range of USD 30,000–60,000 per year for a remote Thailand-based hospitality onboarding leadership role; these are AI estimates, not verified salary research. ## Core skills Skills and capabilities most closely associated with this opportunity. [Hospitality operations](https://jobicy.com/jobs?search_keywords=Hospitality%20operations.md)[Customer onboarding](https://jobicy.com/jobs?search_keywords=Customer%20onboarding.md)[People leadership](https://jobicy.com/jobs?search_keywords=People%20leadership.md)[Team coaching](https://jobicy.com/jobs?search_keywords=Team%20coaching.md)[Performance management](https://jobicy.com/jobs?search_keywords=Performance%20management.md)[Customer success](https://jobicy.com/jobs?search_keywords=Customer%20success.md)[Implementation management](https://jobicy.com/jobs?search_keywords=Implementation%20management.md)[Stakeholder management](https://jobicy.com/jobs?search_keywords=Stakeholder%20management.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md)[Customer escalation management](https://jobicy.com/jobs?search_keywords=Customer%20escalation%20management.md)[Process improvement](https://jobicy.com/jobs?search_keywords=Process%20improvement.md)[Hotel property management systems](https://jobicy.com/jobs?search_keywords=Hotel%20property%20management%20systems.md)[Revenue management systems](https://jobicy.com/jobs?search_keywords=Revenue%20management%20systems.md)[Presentation skills](https://jobicy.com/jobs?search_keywords=Presentation%20skills.md)[AI-enabled operations](https://jobicy.com/jobs?search_keywords=AI-enabled%20operations.md) Sample interview questionsHow would you improve onboarding consistency while preserving a personalized customer experience?I would standardize repeatable milestones, playbooks, quality checks, and success metrics, while giving coaches clear flexibility to tailor training and implementation plans to each property's operating model. I would review customer feedback and delivery data regularly to refine the balance between standardization and personalization. Describe how you would manage a team member who is missing onboarding quality or time-to-launch targets. I would first diagnose the underlying issue through data, observation, customer feedback, and a direct coaching conversation. Then I would agree on a specific improvement plan with measurable milestones, targeted enablement, regular check-ins, and documented support while recognizing progress and addressing continued gaps promptly. How do you handle a high-risk customer escalation during an implementation? I would quickly clarify the business impact, ownership, timeline, and immediate customer communication plan. I would coordinate the relevant internal teams, provide transparent updates to the customer, remove blockers, and lead a post-implementation review to prevent the issue from recurring. Which metrics would you use to evaluate an SMB onboarding team? I would track time-to-launch, implementation completion, adoption of key platform capabilities, onboarding quality, customer satisfaction, escalation volume, rework rates, and team capacity. I would use the metrics together rather than in isolation to ensure speed does not compromise customer outcomes. How would your hospitality background help customers adopt Cloudbeds technology? Hospitality experience helps me understand the operational realities of front office, reservations, guest service, distribution, and revenue management. I can translate product capabilities into practical workflows, anticipate operational concerns, and build trust with hotel stakeholders during change. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. 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