Mid Market Onboarding Coach

Location: Remote; applicants must be based in Morocco, the Philippines, Portugal, or Switzerland

Company

hirify.global provides an AI-powered hospitality management platform for properties in more than 150 countries, integrating with hundreds of partners.

What you will do

• Guide mid-market hotel customers through platform setup, configuration, training, adoption, optimization, hypercare, and transition to ongoing support.
• Advise property leaders, owners, and stakeholders on operational workflows, change management, system configuration, and business objectives.
• Manage onboarding plans, dependencies, risks, milestones, and complex customer engagements in partnership with Onboarding Project Management.
• Build trusted customer relationships, resolve questions, coordinate escalations, and drive platform adoption, retention, and long-term growth.
• Collaborate with Sales, Product, Customer Success, Support, and project management teams to turn customer feedback into operational and product improvements.
• Maintain customer records in Salesforce and contribute to training materials, onboarding best practices, and reusable knowledge.

Requirements

• 4+ years of hospitality operations experience, preferably in leadership or senior operational roles within hotels, resorts, hotel groups, or hospitality management companies.
• 2+ years of SaaS onboarding, implementation, customer success, account management, or customer-facing software experience preferred.
• Expertise in hotel operations, including front office, reservations, revenue management, guest services, distribution, and property management systems.
• Experience managing complex onboarding, implementation, training, change management, or customer success initiatives.
• Strong consultative, problem-solving, project coordination, communication, emotional intelligence, and stakeholder management skills.
• Comfort working cross-functionally in a fast-paced, remote-first environment and using AI and new tools to improve customer onboarding.

Nice to have

• Experience with PMS, CRS, channel managers, revenue management systems, or related hotel software.
• Experience supporting multi-property operators, hotel groups, or complex hospitality organizations.
• Experience leading operational transformation, technology rollouts, or process improvement initiatives in hospitality.

Culture & Benefits

• Remote-first and remote-always work environment.
• PTO in accordance with local labor requirements and monthly Wellness Fridays.
• Fully paid parental leave and a home-office stipend based on country of residency.
• Professional development through hirify.global University, manager training, upskilling, and knowledge transfer.
• Inclusive global team of 650+ employees across 40+ countries.