Post Sales Ops Specialist

As a Post-Sales Operations Specialist, you will be closing the gap between "signed" and "successful." This role sits between Sales, Onboarding, and Support to ensure newly closed customers are ready for kickoff, progress quickly to first value, and receive proactive support when risk signals emerge. You will also help protect revenue by handling a defined queue of downgrade/cancel requests and improving the playbooks and processes behind the work.

1) Own the post-sale handoff and onboarding readiness

• Verify closed-won details and ensure required prerequisites are completed (e.g., billing setup, access, data/integrations readiness).
• Trigger outreach and coordinate scheduling to ensure onboarding kickoffs happen on time.

2) Drive momentum to first value

• Run structured outreach (templates/cadences), follow up on action items, and remove blockers quickly.
• Coordinate internally with Sales, Onboarding, Support, and AMs to keep customers moving.

3) Work a defined save/retention queue

• Triage a queue of downgrade/cancel requests (primarily Non-AM Accounts) and run structured save motions.
• Present retention options, align on next steps and timelines, and document outcomes.
• Recommend concessions (e.g., credits) within policy and approval guidelines to protect ARR and reduce high-risk cancellations.

4) Own clear, customer-friendly communication

• Send concise, empathetic emails and Loom updates.
• Schedule short, high-impact syncs when needed to diagnose the root issue, align expectations, and unblock progress.

5) Maintain clean systems and actionable data

• Log activities and notes in Salesforce/DealHub; tag milestones, risks, entitlements, and key decisions.
• Capture critical customer data points (what is blocked, why, product gaps, implementation quality signals).

6) Coordinate expert resources and escalate when needed

• Identify when standard onboarding is not meeting customer needs and escalate to the right teams (e.g., Onboarding leadership, Product Specialists such as Whistle/Digital Marketing).

7) Improve the playbook

• Follow established cadences and escalation paths, then propose improvements when patterns show a better approach (e.g., recurring blockers, delays, common complaints).

• Onboarding readiness rate: close to kickoff prerequisites complete
• Time to kickoff and time to first value
• Retention save rate and ARR saved (for the downgrade/cancel queue you own)
• SLA adherence: response and resolution times
• Data quality: CRM hygiene for handoff, entitlements, milestones, and risk flags
• Revenue Recovery ROI: ratio of credits/concessions granted vs total ARR saved
• Churn Mitigation Value (CMV): ARR saved from accounts that were at-risk / in a cancel queue due to your intervention
• Post-resolution customer sentiment: lightweight 1-question survey to the primary customer contact after a save or major unblock (e.g., confidence-to-use question)

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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.

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