SMB Onboarding Lead

📋 Description

• Lead and mentor Onboarding Coaches to deliver great onboarding experiences.
• Drive AI adoption to reduce admin work and boost product adoption.
• Own 1-on-1s, check-ins, and performance reviews for the team.
• Monitor customer segments and retention goals, uncover insights.
• Collaborate with Sales/Product/Support to improve onboarding operations.
• Provide hospitality-focused leadership and ensure consistent client context.

🎯 Requirements

• 2+ years in hospitality leadership or 3+ years in hospitality SaaS leadership
• High emotional intelligence and relationship builder
• Agile leadership in matrix orgs with learning plans
• Clear, concise communicator (written and verbal)
• Experience with CRMs like Salesforce and PMS platforms
• Data-driven, with focus on operational excellence

🎁 Benefits

• Remote-first culture
• PTO per local requirements
• Monthly Wellness Fridays
• Fully paid parental leave
• Home office stipend by residency
• Cloudbeds University and development programs