Mid-Market Onboarding Lead

🔥 20 hours ago

🇺🇸 United States – Remote

💵 $100k - $140k / year

⏰ Full Time

🟠 Senior

🚀 Onboarding Specialist

👻 Ghost score 1%

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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 North America team of Onboarding Project Managers and Mid-Market Coaches • Set expectations, conduct regular 1:1s, manage performance, and establish growth paths • Raise customer-facing quality through call reviews, kickoff preparation, and coaching • Personally oversee strategic North American key accounts and multi-property groups through go-live and handoff • Own regional account intake and assignment based on complexity and capacity • Act as the first escalation point for at-risk North American onboardings • Diagnose issues, reset customer plans, and involve Professional Services, certified partners, or alternate owners when needed • Run regional training and shadowing, certify readiness, and help shape hiring profiles • Track and improve time-to-live, deployment quality, onboarding CSAT, Hypercare outcomes, and early retention using Salesforce dashboards and onboarding tools • Partner with Sales, Account Management, Hypercare, Support, Professional Services, and Product • Help customers switching from other PMS platforms redesign workflows, reporting, and SOPs for Cloudbeds • Coordinate with third-party consultants and implementation partners • Handle team questions, case investigations, and call coverage • Use AI and automation to reduce administrative work

🎯 Requirements

• 5+ years in hotel operations or hospitality technology; experience limited to OTAs, GDS, or travel distribution does not meet this requirement • 2+ years directly managing customer-facing team members in onboarding, implementation, professional services, or customer success, including hiring, coaching, and performance management • Hands-on experience leading multi-property or 40+ room full-service hotel PMS implementations from kickoff through go-live • Strong understanding of North American hotel operations: front office, reservations, distribution, revenue management, payments, and reporting • Consultative, hospitality-first communication style with executives and front-line staff • Project-management discipline: scope, milestones, risks, and stakeholder communication across many concurrent projects • Comfortable with data and tooling, including Salesforce or a similar CRM, dashboards, and AI tools • Calm, organized, and decisive in a fast-growing, remote-first environment where priorities shift quickly • Currently authorized to work in the location where the position is located without requiring visa sponsorship • Optional: Experience implementing or operating Oracle Opera or similar enterprise systems • Optional: Spanish fluency at a business-professional level • Optional: PMP or similar project-management certification • Optional: Experience with hotel management companies, hotel consultants, or reseller partners • Optional: Familiarity with revenue management systems, guest experience tools, or hospitality payments

🏖️ 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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