Jobs at Cloudbeds

Manage a portfolio of hospitality customers, build strong relationships, define success outcomes, reduce churn, and identify upsell opportunities. Serve as the primary contact for Cloudbeds, provide strategic product guidance, manage escalations, analyze customer engagement data, gather product feedback, and promote product adoption. The role requires strong communication, relationship-building, project management, hospitality knowledge, and fluency in English and German.

Manage a portfolio of hospitality customers, build relationships, define success outcomes, reduce churn, and identify upsell opportunities. Serve as the primary customer contact, provide strategic product guidance, resolve escalations, analyze engagement data, gather product feedback, and recommend solutions to improve customer performance. The role requires strong communication, consultative selling, relationship management, hospitality industry knowledge, and fluency in English and German.

Lead end-to-end onboarding projects for mid-market hospitality SaaS customers, from sales handoff through go-live, adoption, and transition to Account Management. Define timelines and deliverables, coordinate cross-functional teams, manage risks and escalations, lead customer meetings, and monitor adoption and onboarding success metrics. The role requires strong English and Spanish fluency, hotel operations experience, project management skills, and customer-facing communication.

Build, debug, and maintain third-party integrations for Cloudbeds’ Thai hospitality market. Responsibilities include diagnosing API, webhook, partner-service, logging, and data issues; shipping C# fixes; collaborating with integration partners; modernizing infrastructure; creating monitoring, dashboards, tooling, and runbooks; documenting systems in English and Thai; and translating recurring issues into product improvements.

Design, build, and operate customer-facing AI platform services and agentic workflows primarily in Python. Develop orchestration, tool execution, state management, evaluation, tracing, observability, and quality feedback systems. Integrate AI capabilities with PHP and Java services while ensuring reliability, scalability, security, latency, cost efficiency, and maintainability. Collaborate with product, design, data, security, and engineering teams, and provide technical leadership through architecture, code reviews, mentorship, and operational ownership.

Design, build, and operate production AI platform services and customer-facing features primarily in Python. Develop agent runtimes, workflow orchestration, tool execution, evaluation, tracing, observability, and quality feedback systems. Integrate LLM workflows with PHP and Java services while ensuring reliability, scalability, latency, cost efficiency, security, and maintainability. Collaborate cross-functionally, provide technical leadership, review code, mentor teammates, and operate distributed systems using PostgreSQL, SQS, gRPC, REST APIs, Docker, Kubernetes, and AWS.

Build and operate production AI platform services and customer-facing features primarily in Python. Develop agent runtimes, workflow orchestration, tool execution, evaluation, tracing, and observability systems. Integrate LLM workflows with distributed services and polyglot PHP and Java systems while optimizing reliability, latency, scalability, cost, and model quality. Provide technical leadership, architecture guidance, code reviews, mentorship, and cross-functional collaboration.

Build and operate customer-facing AI platform services and agentic workflows primarily in Python. Develop tool orchestration, state management, evaluation, tracing, observability, and reliable LLM-powered product features. Integrate with PHP and Java systems, PostgreSQL, SQS, gRPC, REST APIs, cloud infrastructure, and containerized environments. Contribute technical leadership through architecture, code reviews, testing, debugging, mentorship, and collaboration across product, design, data, security, and engineering teams.

Lead and develop Thailand-based SMB onboarding teams, including coaches and accounting specialists. Drive coaching, performance, onboarding quality, customer satisfaction, adoption, and time-to-launch. Partner cross-functionally to improve implementation processes, customer lifecycle transitions, and operational consistency. Support complex customer engagements and escalations, leverage AI and scalable tools, and occasionally travel to customer properties for implementations and go-lives.

Creates and publishes professional hospitality websites through an in-house builder, managing onboarding timelines for multiple customer accounts. Communicates with customers, coordinates website designers and internal teams, resolves issues, researches improvements, and handles escalations. Uses graphic design tools to align websites with customer branding, develops website content, maintains service records, and supports process improvement while delivering high-quality websites on schedule.

Leads and develops Thailand’s Account Management team, setting goals, coaching performance, monitoring customer health and retention KPIs, handling escalations, and improving customer outcomes. The role analyzes customer data, supports complex retention conversations, collaborates with Product, Partnerships, and Marketing, and represents the team in leadership meetings. It also involves customer-site travel as needed and requires strong hotel operations knowledge, customer success leadership, communication, analytical, and conflict-resolution skills.

Leads and develops Thailand’s SMB onboarding team, overseeing coaches and accounting specialists. Drives onboarding quality, adoption, customer satisfaction, and time-to-launch through coaching, performance management, cross-functional collaboration, process improvement, and escalation support. Partners with Customer Success, Sales, Product, Support, and Professional Services to improve customer lifecycle transitions and operational consistency. Provides occasional on-site support for complex implementations and go-lives.

Leads and develops Thailand’s Account Management team, ensuring strong customer relationships, retention, and team performance. Handles escalations, monitors KPIs and customer health, identifies churn-reduction initiatives, and collaborates with Product, Partnerships, and Marketing on launches and improvements. Requires hospitality or hospitality technology experience, hotel operations knowledge, customer success or account management leadership, analytical skills, and strong communication. The role is remote in Thailand with customer travel as needed.

Lead end-to-end onboarding projects for mid-market hospitality SaaS customers, from sales handoff through go-live, adoption, and transition to Account Management. Define timelines and deliverables, coordinate cross-functional teams, lead customer meetings, manage risks and escalations, and monitor adoption and onboarding success metrics. The role requires hospitality expertise, project management experience, multilingual communication in English, Portuguese, and Spanish, and strong customer relationship skills.

Own regional marketing strategy and execution across APAC, including campaigns, events, webinars, partnerships, and global campaign localization. Manage budgets, promotion, Sales coordination, follow-up, and performance measurement across Australia, New Zealand, Thailand, and broader Southeast Asia. Collaborate with Sales and global marketing teams to build awareness, engagement, pipeline, and audience growth while optimizing programs using performance insights.

Provide high-touch post-go-live onboarding support for hotel clients: monitor system health, troubleshoot integrations, resolve urgent issues, use AI and automation to streamline tasks, document account activity in CRM, and transition clients to long-term managers while delivering empathetic hospitality-focused guidance.

Leads North American mid-market customer onboarding for a hospitality software platform, managing onboarding project managers and coaches while personally overseeing strategic accounts. Responsibilities include team development, account assignment, escalation management, PMS implementation guidance, performance tracking, cross-functional coordination, partner management, and improving time-to-live, deployment quality, customer satisfaction, and early retention.

Leads North American mid-market customer onboarding for Cloudbeds, managing onboarding project managers and coaches while personally overseeing strategic accounts. Responsibilities include team development, account assignment, escalation management, implementation quality, training, performance tracking, cross-functional handoffs, partner coordination, and consultative workflow redesign for hotel customers. The role requires hotel operations or hospitality technology experience, PMS implementation expertise, customer-facing team management, project-management discipline, and familiarity with Salesforce and AI tools.

Lead the North American mid-market onboarding team while personally overseeing strategic hotel accounts. Manage onboarding project managers and coaches, improve implementation quality and time-to-live, resolve escalations, and ensure smooth handoffs to Account Management. Coach and develop team members, manage account assignments, coordinate consultants and internal partners, and use Salesforce dashboards, AI, and automation to identify risks and streamline operations. Provide consultative guidance to hotels transitioning from systems such as Oracle Opera.

Lead North American mid-market customer onboarding for Cloudbeds, managing onboarding project managers and coaches while personally overseeing strategic accounts. Own team development, account assignment, escalation management, implementation quality, time-to-live, CSAT, Hypercare, and retention metrics. Partner with Sales, Account Management, Support, Professional Services, Product, and external consultants to deliver successful hotel PMS implementations and improve customer workflows. Use Salesforce, dashboards, AI, and automation to improve regional performance and reduce administrative work.