SMB Onboarding Lead (Hospitality SaaS)

Location: Remote from Argentina or Mexico

Company

hirify.global builds a unified hospitality SaaS platform for properties and hotel groups in more than 150 countries, integrating with hundreds of partners and using AI-powered solutions to improve hotel operations.

What you will do

• Lead, mentor, motivate, and develop a team of Onboarding Coaches.
• Drive AI and modern tooling adoption to reduce administrative work and increase time spent on strategic onboarding and product adoption.
• Manage team performance through one-on-ones, check-ins, performance reviews, and development plans.
• Monitor a customer portfolio, analyze utilization and customer data, and support retention goals.
• Act as an escalation point for complex technical and operational customer inquiries.
• Partner with Sales, Product, and Support to improve onboarding, demonstrate ROI, increase retention, and identify upsell opportunities.

Requirements

• At least 2 years of direct leadership experience within a hospitality property or at least 3 years of relevant hospitality SaaS experience in a customer-facing leadership or matrix role.
• Strong technical aptitude, learning agility, and comfort working with AI and evolving software.
• High emotional intelligence and the ability to build trust, resolve competing priorities, and manage relationships across organizations.
• Experience managing people, processes, and accounts in an agile and matrix environment.
• Clear written and verbal communication of technical and business concepts.
• Data-driven operational experience with modern systems such as Salesforce, OTAs, or PMS platforms.

Nice to have

• Fluency or working knowledge of Spanish, Portuguese, English, Thai, or Tagalog.
• Project Management or Change Management certification such as PMP, Agile, or Prosci.
• Hospitality degree.
• Previous experience as a Senior or Key Account Onboarding Coach at hirify.global.

Culture & Benefits

• Remote-first and remote-always work environment.
• PTO in accordance with local labor requirements.
• Monthly Wellness Fridays with an extra-long weekend.
• Fully paid parental leave.
• Home office stipend based on country of residence.
• Professional development through hirify.global University, manager training, upskilling, and knowledge transfer.