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Global Director, Mid-Market Onboarding
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Global Director, Mid-Market Onboarding
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Global Director, Mid-Market Onboarding
At Cloudbeds, we’re transforming hospitality
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 uplift their commercial strategy through a unified platform that integrates with hundreds of partners—all via a completely remote team.
Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers’ biggest challenges. Since our founding in 2012, we’ve earned prestigious recognitions, including "World’s Best Hotel PMS Solutions Provider" and return appearances on Deloitte’s Technology Fast 500 (2024), but we’re just getting started.
How You’ll Make an Impact
As Global Director, Mid-Market Onboarding, you will:
- Own and scale the onboarding function for Cloudbeds’ fastest-growing and most complex customer segment (mid-market).
- Lead a team guiding customers from contract signature → go-live → adoption → transition to Account Management.
- Build frameworks, standards, metrics, and team capability to deliver a world-class, repeatable onboarding experience at scale.
Your responsibilities include:
- Inheriting a team experimenting with improved customer-support models; define leadership structure, prioritize customer experience excellence, and establish project management rigor for complex deployments.
- Measured by onboarding velocity, deployment quality, customer satisfaction, and long-term retention through seamless initiates.
Our Onboarding Team Culture
- Passionate about exceptional guest experiences: Onboarding teams collaborate with a test-and-learn mindset, valuing innovation, feedback, and bias toward action.
- Empowers everyone to share insights to drive continuous growth.
- Thrives on:
- Proactive communication and trust-building.
- Collaborative problem-solving.
- Strong customer advocacy, especially when navigating complexity.
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About the Role
What You’ll Bring
- Leadership & Team Development: Coach and grow Onboarding Project Managers/Coaches; set expectations, growth paths, accountability, and culture.
- End-to-End Ownership: Root-cause gaps in training quality, error detection, and deployment velocity; streamline mid-market (5–200 properties) go-live transitions.
- Build Framework Standards: Develop SOPs and configuration guidelines balancing customization with scalability for complex deployments.
- Measure Impact: Track CSAT/NPS, onboarding velocity, retention metrics—intervene early on at-risk projects.
- Capacity Management: Forecast demand, balance workload, and align headcount decisions with leadership.
- Escalation & Handoff: Senior point of contact for complex at-risk cases; ensure smooth transitions to Account Management.
- Cross-Functional Partnership: Align Sales, Product, Support, and Professional Services on sold vs. delivered delivery and broader mid-market strategy.
What Sets You Up for Success
Must-Haves
- 7+ years in hospitality or SaaS-driven hospitality tech, including:
- Hands-on customer onboarding/implementation leadership (e.g., roles in hotels, hotel groups, or hospitality/OTA tech companies—experience in OTAs alone does not qualify).
- Proven track record building or improving onboarding/implementation functions and frameworks.
- Global/distributed team leadership: Proven skill in hiring, coaching, and scaling customer-service teams across borders.
- Strong PM skills: Ability to manage scope, milestones, timelines, and risk for multi-stakeholder hotel deployments (50–100+ rooms).
- Hospitality operations knowledge: Experience with multi-property deployments, sales handoffs, and navigating their unique challenges.
- Data & Results: Skills to design frameworks and execute with measurable impact; comfortable interpreting KPI dashboards to drive decisions.
Bonus Skills
- Fluency in Spanish or Portuguese (business-use level).
- Direct experience onboarding/implementing SaaS or PMS platforms.
- Background with property management systems, payments, or telco fintech.
- History building mature onboarding functions at a scale-up company.
- Familiarity with hotel management companies, small chains, or consultant ecosystems.
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Compensation & Recognition
- Annual base: $180,000–$190,000 USD (with flexibility to consider higher ranges; performance raises/special allowances apply).
- Awards & Funding: World leader in innovation (Deloitte Technology Fast 500); recognized as a CEO-backed, rapidly growing workplace with investments in team growth and R&D.
What to Expect: Your Cloudbeds Journey
- Join a 650+ global team speaking 30+ languages; a mix of AI engineers, hospitality experts, designers, and change-makers.
- Participate in sequential innovation: From learning-driven AI (machine learning breakthroughs) to hospitality operations redesign.
- Lead at the intersection of technical depth + human-centered success.
Apply now: cloudbeds.com
Company Awards
- "Best All-In-One Hotel Management System" | HotelTechAwards (2025)
- Top 10 "10 Best Places to Work" | HotelTechAwards (2025)
- Most Loved Workplace® Certified (2024)
- People’s Choice Top 10 (International)
- Deloitte Technology Fast 500 (2024 — ranked #45)
Benefits
Work
- Remote-first, permanent flexibility—work from anywhere.
- Full Paid Parental Leave (commensurate with local labor laws).
- Home Office Stipend based on country of residence.
Grow
- Access to Cloudbeds University (certification programs, leadership training).
- Monthly Wellness Fridays (extra long weekends to recharge).
Belong
- Inclusion & Equity: Investment in accessibility (contact accommodations@cloudbeds.com for ASL interpreters/VR accommodations; ([858] 201-7832)).
- A culture embracing diversity of culture, background, language, and adaptation—we celebrate differences. Cloudbeds is an EEO employer; #LI-SD1 and #LI-REMOTE.
Staffing Note
This site is intended only for individuals applying directly. Agencies please do not submit applications—we do not accept unsolicited resumes from third parties. Questions? Careers@cloudbeds.com.
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