Global Director, Mid-Market Onboarding

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 $160k - $190k / year

⏰ Full Time

🔴 Lead

👔 Director

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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

• Lead, coach, and develop the Mid-Market Onboarding team, including Onboarding Project Managers and senior coaches • Own end-to-end onboarding outcomes from sales handoff through go-live, adoption, and transition to Account Management • 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 scores, 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 with leadership on headcount decisions • Serve as a senior escalation point for complex or at-risk mid-market deployments • Partner with Account Management on clean, trust-preserving handoffs • Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management • Contribute to the broader 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 • 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 • Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship • Spanish or Portuguese fluency at a business-professional level is a bonus skill • Direct experience onboarding or implementing customers at a hospitality SaaS or PMS company is a bonus skill • Familiarity with property management systems, payments, or hospitality fintech is a bonus skill • Experience building onboarding or implementation functions at a scale-up stage company is a bonus skill • Background working with hotel management companies, small chains, or the consultant ecosystem is a bonus skill

🏖️ 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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