Global Director, Mid-Market Onboarding

🔥 6 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 12%

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Cloudbeds

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2012

✈️ Travel

📦 Logistics

📣 Marketing

💰 $150M Series D on 2021-11

Travel • Logistics • Marketing

Cloudbeds is a comprehensive hospitality management software platform that provides a unified solution for managing all aspects of property operations. It includes features such as property management systems (PMS), payment processing, guest communication and experience management, revenue and analytics, distribution and marketing tools, and pricing intelligence. Cloudbeds aims to streamline operations, increase revenue, and enhance the guest experience for hotels, hostels, short-term rentals, and other lodging businesses. The platform integrates with various partners through an open API, offering flexibility and customization to meet the specific needs of diverse hospitality properties. With a focus on modernizing and automating processes, Cloudbeds is trusted by tens of thousands of properties worldwide for efficient and effective hospitality management.

📋 Description

• Own and scale the onboarding function for Cloudbeds' fastest-growing and most complex customer segment • Lead the team responsible for guiding mid-market customers from contract signature through go-live, adoption, and transition to Account Management • Build frameworks, standards, metrics, and team capability for a world-class, repeatable onboarding experience • Lead, coach, and develop the Mid-Market Onboarding team, including Onboarding Project Managers and senior coaches • Set expectations, performance standards, growth paths, accountability, and continuous-improvement culture • Own end-to-end onboarding outcomes from sales handoff through go-live, adoption, and Account Management transition • Diagnose and fix execution gaps in training quality, error detection, and deployment velocity • Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments • Establish and own metrics including onboarding velocity, deployment quality, training completion, CSAT/NPS, and early-lifecycle retention • Monitor portfolio health and intervene early on at-risk projects • Own capacity and staffing planning, forecast demand, balance workload, and partner on headcount decisions • Serve as senior escalation point for complex or at-risk deployments • Partner with Account Management on clean, trust-preserving handoffs • Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management • Contribute to strategy for serving mid-market and enterprise-adjacent customers

🎯 Requirements

• 7+ years in hospitality or hospitality technology, including hands-on customer onboarding or implementation experience and team leadership • Time at a hotel, hotel group, or a PMS or hospitality-tech company; OTA or travel-distribution experience on its own does not count • Track record of building or significantly improving onboarding and implementation functions and frameworks • Proven people-leadership experience — hiring, coaching, and developing customer-facing teams in a distributed, global environment • Strong project-management foundation: scope, milestones, timelines, and risk mitigation applied to complex multi-stakeholder deployments • Deep understanding of hotel operations and the complexity of serving multi-property, mid-market hospitality customers • Ability to move fluidly between strategy and execution • Comfortable with KPIs, dashboards, and using insights to drive decisions • Additional language fluency (Spanish, Portuguese) at a business-professional level • Direct experience onboarding or implementing customers at a hospitality SaaS or PMS company • Familiarity with property management systems, payments, or hospitality fintech • Experience building onboarding or implementation functions at a scale-up stage company • Background working with hotel management companies, small chains, or the consultant ecosystem • Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship

🏖️ Benefits

• Remote First, Remote Always • PTO in accordance with local labor requirements • Fully 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

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