Cloudbeds
Global Director, Mid-Market Onboarding
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Global Director, Mid-Market Onboarding
Global Director, Mid-Market Onboarding – Cloudbeds
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 hotels to global hotel groups, we help businesses intensify operations and elevate commercial strategies through a unified platform that integrates with hundreds of industry partners—all managed by a completely remote team.
Imagine working with global innovators to craft AI-powered solutions that tackle the biggest challenges in hospitality tech. Since 2012, we’ve been named World’s Best Hotel PMS Solutions Provider and re-entered Deloitte’s Technology Fast 500 in 2024—yet we’re only just beginning.
How You’ll Make an Impact
As Global Director, Mid-Market Onboarding, you’ll own and scale the onboarding function for Cloudbeds’ fastest-growing and most complex customer segment. Your team will guide mid-market customers from contract signing to go-live, adoption, and seamless transition to Account Management, ensuring a world-class experience that drives long-term success.
You’ll build the frameworks, standards, metrics, and team structures required to make the onboarding experience repeatable at scale. This means leading a team already experimenting with new ways to improve the process while outscaling ''' customer-centric culture, technical rigor, and project efficiency—measured by onboarding velocity, deployment quality, satisfaction scores (CSAT/NPS), and retention impact.
What Makes Our Onboarding Team Unique?
Our team thrives on delivering exceptional experiences, helping hoteliers succeed right from day one. We work with a test-and-learn mindset, fostering innovation, collaboration, and continuous improvement. Every team member is encouraged to contribute ideas, share feedback, and grow together.
Success here lies in:
- Being a proactive communicator & collaborative problem-solver
- Embracing complexity with a strong customer advocacy mindset
- Building scalable systems and high-performing teams
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What You Bring to the Team
Leading an industry-changing role, you’ll need to:
- Lead, mentor, and develop the Mid-Market Onboarding team, setting performance standards, growth paths, and a culture of accountability
- Own end-to-end client onboarding for mid-market properties, including:
- Debugging poor execution (training gaps, error detection, deployment timelines)
- Balancing customization with scalability
- Ensuring smooth handoff to Account Management
- Build standardized frameworks (SOPs, configuration standards) for complex deployments of 25–100+ rooms
- Create data-driven metrics (velocity, deployment quality, CSAT, retention rates) and act on insights
- Plan capacity & staffing, partner with leadership, and monitor project health
- Be a senior escalation point for at-risk deployments & liaise with Account Management for smooth transitions
- Collaborate cross-functionally with Sales, Product, Support, Professional Services & Account Management
Requirements
To excel in this role, you must have:
- 7+ years in hospitality or hospitality technology, including customer onboarding or implementation, and team leadership
- Track record of building or transforming onboarding & implementation functions and frameworks
- Ability to hire, coach, and develop customer-facing, distributed teams
- Strong project management, including managing multi-stakeholder deployments
- Deep understanding of hotel operations, especially for multi-property mid-market clients
- Agility to move between strategy and execution—design systems while implementing them
- Data-driven mindset: proficiency with KPIs, dashboards, and performance analysis
Bonus Skills That Stand Out
- Additional language fluency (Spanish, Portuguese) at a business-professional level
- Direct experience onboarding hospitality SaaS/PMS customers
- Familiarity with hospitality tech (PMS, payments, fintech)
- Experience in scale-ups with strong operational teams
- Background in hotel management companies, chains, or consultancy ecosystems
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What to Expect – Your Role at Cloudbeds
Cloudbeds is reshaping the future of hospitality by combining cutting-edge AI, engineering excellence, and industry-first innovation. Our 650+ global team across 40+ countries,-speaking 30+ languages, shares a deep passion for solving hospitality’s biggest challenges.
From machine learning advancements to revolutionizing hotel operations, we’re not just creating the future—we’re coding it. Join a team obsessed with transforming a trillion-dollar industry.
🔗 Learn more: cloudbeds.com
Awards & Recognition
🏆 HotelTechAwards (2025)
- Best All-In-One Hotel Management System
- 10 Best Places to Work (Overall)
🏆 2024 Accolades
- Most Loved Workplace Certified
- Top 10 People’s Choice
- Deloitte Technology Fast 500
What’s Next? Discover Your Benefits at Cloudbeds
✅ Remote-First Culture – Work anywhere, always ✅ Paid Time Off – Aligned with local labor laws ✅ Monthly Wellness Fridays – An extra long weekend every month ✅ Full Paid Parental Leave – Support at every stage of parenthood ✅ Home Office Stipend – Tailored by region ✅ Cloudbeds University – Professional development courses ✅ Skill Growth – Continuous learning, upskilling, and knowledge-sharing
Everyone is Welcome – A Culture of Inclusion
At Cloudbeds, we celebrate diversity and equality. We’re an Equal Opportunity Employer, giving equal opportunities without discrimination based on race, gender, sexual orientation, disability, veteran status, or any other protected class.
We’re committed to full inclusion and offer reasonable accommodations for all qualified candidates. For accessibility needs, contact an American Sign Language (ASL) interpreter or accommodations by: 📞 Phone: (858) 201-7832 📧 Email: accommodations@cloudbeds.com
🚫 Note to Staffing Agencies: Our careers portal is for direct applicants only. Cloudbeds does not accept unsolicited submissions. No agency fees apply.
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