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 s…