Onboarding Project Manager

As an Onboarding Project Manager, you will lead complex onboarding projects for Cloudbeds’ mid-market customers, guiding them from contract signature through adoption and successful transition to Account Management at the time onboarding is completed. Acting as the strategic lead throughout the onboarding journey, you will partner cross-functionally with Onboarding, Account Management, Sales, Product, Support, Professional Services teams to deliver a seamless implementation experience that drives customer confidence, platform adoption, and measurable business outcomes.

You will play a critical role in ensuring customers realize value quickly by managing timelines, aligning stakeholders, mitigating risks, and maintaining a high-touch customer experience. This role combines project management, customer partnership and relationship management, operational excellence, and hospitality expertise in a fast-paced SaaS environment. You may be required to travel onsite within Thailand during the onboarding period when necessary to ensure the best possible customer experience and a clear understanding of the customer’s setup and desired outcomes

Our team is passionate about delivering exceptional customer experiences and helping hoteliers succeed with Cloudbeds from day one. We build together, review opportunities together, and embrace a test-and-learn mindset that encourages innovation, collaboration, and continuous improvement. Every team member is valued and empowered to share feedback, ideas, and insights so we can learn, grow, and improve both as individuals and as a team. Team members who thrive here are proactive communicators, collaborative problem-solvers, and true customer advocates who enjoy navigating complexity while working closely with others to drive successful outcomes.

• Own and manage the end-to-end onboarding lifecycle for mid-market customers, from sales handoff through go-live, adoption, and transition to Account Management

• Define project scope, timelines, milestones, and deliverables to ensure successful and timely implementations

• Serve as the primary point of contact for onboarding mid-market customers, driving clear communication and stakeholder alignment throughout the project lifecycle

• Lead customer meetings including pre-kickoff, kickoff, project check-ins, and go-live milestones while documenting action items and next steps

• Proactively identify and manage risks, dependencies, and escalation points to maintain project momentum and customer satisfaction

• Coordinate cross-functional collaboration across Sales, Onboarding, Product, Support, Professional Services, and Account Management teams

• Monitor onboarding success metrics, customer adoption, training completion, and utilization milestones to support long-term customer success

• Fluency in Thai and English at a business-professional level, both written and spoken

• Minimum 4 years of experience in hotel operations or hotel management

• At least 2 years of project management experience within a SaaS or customer-facing environment

• Proven ability to manage multiple projects simultaneously while maintaining strong attention to detail and organization

• Experience coordinating cross-functional stakeholders and driving projects through completion in a fast-paced environment

• Strong communication, relationship management, and customer-facing presentation skills

• Ability to proactively solve problems, manage ambiguity, and adapt quickly to changing customer and business needs

• At least 2 years of project management experience within a hospitality SaaS environment

• Previous experience with customer implementation & onboarding at a hospitality SAAS company

• Familiarity with Salesforce, Zendesk, Slack, or other customer operations tools

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• Best All-In-One Hotel Management System | HotelTechAwards (2025)
• Overall 10 Best Places to Work | HotelTechAwards (2025)
• Most Loved Workplace® Certified (2024)
• Top 10 People’s Choice (2024)
• Deloitte Technology Fast 500 (2024)

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at (858) 201-7832 or via email at accommodations@cloudbeds.com. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.

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