Onboarding Lead

Who you are

As an Onboarding Lead at Cloudbeds, you bring a wealth of experience in customer success and team leadership. You have a proven track record of cultivating effective teams that deliver exceptional support and onboarding experiences. Your analytical skills allow you to monitor customer data and improve utilization, ensuring that customers realize immediate value from their onboarding journey. You are adept at managing escalations and guiding your team through challenges, fostering a culture of collaboration and excellence.

You understand the hospitality industry and the unique challenges faced by hoteliers. Your ability to empathize with customers and anticipate their needs sets you apart. You are passionate about mentoring your team, helping them grow in their roles, and setting high standards for customer interactions. You thrive in a remote work environment and are comfortable leading a team across different time zones.

Desirable

Experience in the hospitality sector or with SaaS products is a plus. Familiarity with customer success metrics and retention strategies will enhance your ability to drive results. You are open to continuous learning and adapting to new technologies that can improve the onboarding process.

What you'll do

In this role, you will lead the Customer Onboarding Team at Cloudbeds, ensuring that every customer has a seamless onboarding experience. You will monitor a segment of customers, focusing on retention goals and analyzing data to enhance customer utilization. Your leadership will directly impact customer satisfaction and long-term retention, making your role crucial to the company's success.

You will be responsible for developing and implementing onboarding strategies that align with customer needs and expectations. By collaborating with cross-functional teams, you will ensure that the onboarding process is efficient and effective. You will also manage customer escalations, providing guidance and support to your team as they navigate complex situations.

Your role will involve regular communication with customers to gather feedback and insights, which will inform improvements to the onboarding process. You will also mentor team members, helping them develop their skills and confidence in managing customer relationships. Your leadership will foster a positive team culture, encouraging collaboration and innovation.

What we offer

Cloudbeds offers a fully remote work environment, allowing you to work from anywhere in the Philippines. We value our employees and provide opportunities for professional growth and development. You will be part of a dynamic team that is transforming the hospitality industry through innovative technology solutions. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of every candidate to contribute to our mission.