New SMB Onboarding Lead

Role Overview:

• Lead the SMB Onboarding team to cultivate a high-performing, collaborative group focused on delivering exceptional support and immediate value realization.
• Champion AI-driven strategies to move the team from a pure training function to a strategic business partnership.

Key Responsibilities:

• Mentor and empower a world-class team of Onboarding Coaches to foster a culture of Hospitality Before Efficiency.
• Monitor portfolio performance with retention goals, using data to discover insights and improve the onboarding experience.
• Serve as an escalation point for complex technical or operational inquiries from clients and stakeholders.

What You Bring:

• Over 2 years of direct leadership in a hospitality property or 3+ years in Hospitality SaaS customer-facing role.
• High emotional intelligence and proven ability to build trust and resolve competing priorities under pressure.
• Exceptional technical aptitude with rapid adaptation to AI and new software.

Benefits:

• Remote First, Remote Always with PTO in accordance with local labor requirements.
• Monthly Wellness Fridays for extended weekends.
• Fully Paid Parental Leave and home office stipend.
• Professional development courses through Cloudbeds University.