Post Sales Ops Specialist

What Makes Us Unique At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 – but we're just getting started. How You'll Make an Impact: 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. What You Bring to the Team: 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). What Sets You Up for Success: 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) What to Expect - Your Journey with Us Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary. Learn more online at cloudbeds.com Company Awards to Check Out! 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) Discover our Benefits: Remote First, Remote Always PTO in accordance with local labor requirements 2 corporate apartment accommodations for team member use for free (San Diego & São Paulo) Monthly Wellness Fridays - enjoy an extra long weekend every month Full Paid Parental Leave Home office stipend based on country of residency Professional development courses in Cloudbeds University Access to professional development, including manager training, upskilling and knowledge transfer. Everyone is Welcome - A Culture of Inclusion 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.