Mid Market Onboarding Coach

Role overview

This is a customer-facing onboarding role focused on mid-market hospitality properties adopting a unified hotel management platform. The position blends hands-on hospitality expertise with software coaching, guiding properties through setup, training, launch, and the transition to ongoing support. It is fully remote and suited to someone who has actually run hotel operations and now wants to translate that experience into enabling other operators to succeed with new technology.

Responsibilities

- Act as the primary advisor for an assigned portfolio of mid-market customers, shaping operational workflows, change management, system configuration, and platform adoption from kickoff through go-live. - Own the end-to-end customer relationship, including system setup, escalated issue resolution, and the handoff from onboarding into a hypercare and long-term support phase. - Build trusted relationships with property leadership, owners, and other key stakeholders, partnering with onboarding project managers to keep implementation milestones on track. - Identify and pursue opportunities to deepen platform and feature adoption, positioning onboarding as the start of long-term customer success. - Partner with Sales, Product, Customer Success, and Support teams to translate onboarding feedback into product and process improvements, and to surface value early in the engagement. - Deliver consultative training and coaching, using AI and automation to handle repetitive tasks so time is reinvested into relationship-building and strategic guidance.

Requirements

- Four or more years of hospitality operations experience, ideally in a leadership or senior role at a hotel, resort, hotel group, or hospitality management company. - Broad working knowledge of hotel operations including front office, reservations, revenue management, guest services, distribution, and property management systems. - Two or more years in SaaS onboarding, implementation, customer success, account management, or another customer-facing software role. - Comfort guiding operational and technical change with senior stakeholders at complex properties. - Strong communication and consultative skills, with the ability to balance hospitality empathy and product expertise.

Nice to have

- Prior experience supporting mid-market or multi-property hotel groups through technology transformations. - Familiarity with AI-assisted onboarding tooling and modern customer success platforms.

Benefits and work setup

- Fully remote position. - Paid time off aligned with local labor requirements. - Fully paid parental leave. - Home office stipend based on country of residency. - Access to internal learning resources, including professional development courses, manager training, upskilling, and knowledge transfer programs.