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Responsibilities
What Makes Us UniqueAt 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.As Global Director, Mid-Market Onboarding, you will own and scale the onboarding function for Cloudbeds' fastest-growing and most complex customer segment. You'll lead the team responsible for guiding mid-market customers from contract signature through go-live, adoption, and a clean transition to Account Management. You'll build the frameworks, standards, metrics, and team capability that make that experience world-class and repeatable at scale.You'll inherit a team of dedicated ICs and leads that have been experimenting with new ways to support these customers and improve their experience. Your charter is to get leadership in place and be maniacal about customer experience while building the project-management rigor that complex mid-market deployments demand. You'll be measured on onboarding velocity, deployment quality, customer satisfaction, and the long-term retention impact of a strong start.Our Onboarding Team:Our team is passionate about delivering exceptional customer experiences and helping hoteliers succeed with Cloudbeds from day one. We build together with a test-and-learn mindset that encourages innovation, collaboration, and continuous improvement. Every team member is valued and empowered to share feedback, ideas, and insights so we can learn, grow, and improve both as individuals and as a team. Leaders who thrive here are proactive communicators, collaborative problem-solvers, and true customer advocates who enjoy navigating complexity while building the systems and people that scale it.What You Bring to the Team:Lead, coach, and develop the Mid-Market Onboarding team — including Onboarding Project Managers and senior coaches — setting clear expectations, performance standards, growth paths, and a culture of accountability and continuous improvementOwn end-to-end onboarding outcomes for mid-market customers from sales handoff through go-live, adoption, and transition to Account Management — diagnosing and fixing execution gaps in training quality, error detection, and deployment velocityBuild standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments that balance customization with scalabilityEstablish and own the metrics that matter: onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention — monitoring portfolio health and intervening early on at-risk projectsOwn capacity and staffing planning for the division — forecasting demand, balancing workload across the team, and partnering with leadership on headcount decisionsServe as a senior escalation point for complex or at-risk mid-market deployments and partner with Account Management on clean, trust-preserving handoffsPartner cross-functionally with Sales, Product, Support, Professional Services, and Account Management — bridging what gets sold and what gets delivered, and contributing to the broader strategy for how Cloudbeds serves mid-market and enterprise-adjacent customersWhat Sets You Up for Success: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 frameworksProven people-leadership experience — hiring, coaching, and developing customer-facing teams in a distributed, global environmentStrong project-management foundation: scope, milestones, timelines, and risk mitigation applied to complex multi-stakeholder deploymentsDeep understanding of hotel operations and the complexity of serving multi-property, mid-market hospitality customersAbility to move fluidly between strategy and execution — you can design the framework and roll up your sleeves to implement itData-driven: comfortable with KPIs, dashboards, and using insights to drive decisionsBonus Skills to Stand Out:Additional language fluency (Spanish, Portuguese) at a business-professional levelDirect experience onboarding or implementing customers at a hospitality SaaS or PMS companyFamiliarity with property management systems, payments, or hospitality fintechExperience building onboarding or implementation functions at a scale-up stage companyBackground working with hotel management companies, small chains, or the consultant ecosystemCompensation: Depending on your skills and experience, you can expect your annual compensation to be between $180,000 and $190,000 USD. Please note that we maintain high flexibility, and packages above this range will be considered. (The salary is only for US-based candidates).What to Expect - Your Journey with UsBehind 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.Discover our Benefits:Remote First, Remote AlwaysPTO in accordance with local labor requirementsMonthly Wellness Fridays - enjoy an extra long weekend every monthFull Paid Parental LeaveHome office stipend based on country of residencyProfessional development courses in Cloudbeds UniversityAccess to professional development, including manager training, upskilling and knowledge transferEveryone is Welcome - A Culture of InclusionCloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team.
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