Lead, SMB Onboarding (Hospitality)

Location: Remote – Thailand. Occasional travel to customer properties on-site is required as business needs demand. Applicants must already be authorized to work in Thailand without visa sponsorship.

Company

hirify.global develops a unified hospitality software platform used by hotels in 150 countries, integrating property management and related solutions with hundreds of partners.

What you will do

• Lead, mentor, and develop SMB Onboarding Coaches, Guest Experience Onboarding Coaches, and Accounting Specialists.
• Drive employee engagement, performance, retention, professional growth, and accountability through coaching and development planning.
• Align onboarding strategy with Customer Success, Onboarding Directors, regional leads, and cross-functional partners.
• Manage onboarding performance across customer satisfaction, quality, adoption, and time-to-launch metrics.
• Support complex customer engagements, escalations, implementations, go-lives, and on-site customer needs.
• Improve processes, feedback loops, customer lifecycle transitions, and team efficiency while using AI and scalable tools to reduce administrative work.

Requirements

• 4+ years of hospitality management experience, preferably in hotels, resorts, hotel groups, or hospitality management companies.
• 2+ years of experience in strategic, project management, implementation, onboarding, customer success, or operational leadership roles.
• Experience leading and influencing others through coaching, mentorship, stakeholder management, and cross-functional collaboration.
• Expertise in hospitality operations, including front office, reservations, revenue management, guest services, distribution, and property management systems.
• Strong leadership, communication, presentation, and facilitation skills, including the ability to motivate teams, manage competing priorities, handle complex customer situations, train audiences, and explain complex concepts clearly.
• Ability to build trusted relationships with team members, customers, and leaders across Professional Services, Sales, Account Management, Customer Success, Product, Support, and Operations.
• Continuous improvement mindset using customer feedback, operational metrics, and team insights to improve processes and outcomes.
• Ability to work cross-functionally in a fast-paced, remote-first environment while balancing people leadership, operational priorities, and customer outcomes.
• Applicants must be currently authorized to work in Thailand without requiring visa sponsorship.

Nice to have

• Experience with hospitality technology such as PMS, channel managers, revenue management systems, CRM, CRS, or related hotel software.
• Experience supporting multi-property operators, hotel groups, or complex hospitality organizations.

Culture & Benefits

• Remote-first, remote-always work model.
• Fully paid parental leave and PTO in accordance with local labor requirements.
• Home office stipend based on country of residency.
• Professional development through hirify.global University, manager training, upskilling, and knowledge transfer.
• Inclusive environment focused on emotional intelligence, trust-building, personalized hospitality, and continuous learning.