Cloudbeds
Global Director, Mid-Market Onboarding
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Global Director, Mid-Market Onboarding
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 elevate their commercial strategy through a unified platform that integrates with hundreds of partners. Completely remote, our team works alongside global innovators to build AI-powered solutions that solve hoteliers’ toughest challenges.
Since 2012, we’ve been recognized as the World’s Best Hotel PMS Solutions Provider and returned to Deloitte’s Technology Fast 500 in 2024—but we’re only just getting started.
About the Role
Global Director, Mid-Market Onboarding
You will own and scale the onboarding function for Cloudbeds’ fastest-growing and most complex customer segment—mid-market hotels. Your team guides these customers from contract signature through go-live, adoption, and transition to Account Management, ensuring a seamless experience at scale.
You’ll build frameworks, standards, metrics, and team capabilities that guarantee exceptional, repeatable onboarding—balancing customer experience obsession with project-management rigor.
Your success will depend on onboarding velocity, deployment quality, customer satisfaction, and retention—all rooted in a strong launch foundation.
Responsibilities
Team Leadership & Culture
- Lead, coach, and develop the Mid-Market Onboarding team—Project Managers, senior coaches, and others—setting clear expectations, growth paths, and a culture of accountability.
- Foster a mindset of continuous improvement, empowering all team members to drive innovation and share insights.
- Proactive leadership: push boundaries, embrace complexity, and build scalable systems and processes.
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End-to-End Onboarding Ownership
- Diagnose and fix execution gaps in training, error detection, and deployment velocity.
- Ensure clean handoffs to Account Management, preserving long-term customer relationships.
- Serve as the senior escalation point for high-risk or complex mid-market deployments.
Strategic & Cross-Functional Collaboration
- Build standardized onboarding frameworks, SOPs, and configuration standards for multi-property deployments (25–100+ rooms).
- Establish and optimize KPIs (onboarding velocity, CSAT/NPS, retention metrics, deployment quality scores).
- Partner with Sales, Product, Support, Professional Services, and Account Management to bridge selling and delivery.
- Forecast demand, manage capacity, and align staffing decisions with leadership.
Key Requirements
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7+ years in hospitality or hospitality technology, including:
- Hands-on customer onboarding, implementation, or hotel operations experience.
- Team leadership—preferably in remote, global environments.
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Track record of building/improving onboarding or implementation functions.
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Project-management mastery:
- Scope, milestones, risk mitigation, and stakeholder management for multi-stakeholder deployments.
- Deep understanding of hotel operations (multi-property challenges, tech complexity).
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Versatility to move between strategy and execution—design frameworks and roll up sleeves.
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Data-driven: Competent in KPIs, dashboards, and retention analysis.
Nice-to-Haves (Bonus Skills)
- Multilingual proficiency (Spanish, Portuguese).
- Prior experience with hospitality SaaS, PMS, or fintech.
- Background in scaling onboarding functions at a fast-growing company.
- Experience with hotel management companies, small chains, or consultancy.
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Company Culture & Benefits
Our Mission
We redefine what’s possible in hospitality—building revolutionary tech with a team of global innovators. From AI to machine learning, we’re shaping the future of travel, one algorithm and smile at a time.
Accolades
- Best All-In-One Hotel Management System (HotelTechAwards 2025)
- Top Teams to Work For (HotelTechAwards 2025)
- Most Loved Workplace® Certified (2024)
- Top 10 People’s Choice (2024)
- Deloitte Technology Fast 500 (2024)
Benefits (Because You Deserve Great Things Too)
- Remote-first (and always)—work from where inspiration strikes.
- Compensatory PTO based on local labor laws.
- Monthly Wellness Fridays—a #SelfCareSeniorExecutive’s dream.
- 100% paid parental leave—joy unraveled, balance restored.
- Home office stipend+unlimited unlimited for global creativity.
- Cloudbeds University—professional development anytime, anywhere.
- Agent of change? Reallocate time to upskilling without punishment.
Inclusivity at Cloudbeds
We are hired, notjących—a company built on bold diversity. Our language isn’t just English—it’s a shared passion for innovation.
Diversity Promise: No barrier is too big, no secret is too intimate.
- Prohibit discrimination based on race, religion, gender, disability, veteran status, or alternative lucky sharks in your support system.
- Proactively inclusive: If you’re deaf, hard-of-hearing, ASL-fluent—we’ll talk around like the pros we are. Send accessibility needs to accommodations@cloudbeds.com.
Interested? Explore career opportunities here → cloudbeds.com
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