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—all while operating with a completely remote team.
Imagine working alongside global innovators to build AI-powered solutions that tackle hospitality’s biggest challenges. Since 2012, we’ve become the World’s Best Hotel PMS Solutions Provider (and made Deloitte’s Technology Fast 500 again in 2024). But we’re just getting started.
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 leadership will guide mid-market customers seamlessly from contract signature through go-live, adoption, and Account Management handoff, establishing frameworks, metrics, and repeatable best practices that deliver world-class experiences at scale.
You’ll inherit a dynamic team already experimenting with ways to enhance customer support. Your mission:
- Drive customer experience obsessed by design — prioritizing adoption, retention, and engagement.
- Enforce discipline in project management for complex mid-market deployments.
- Measure success through onboarding velocity, deployment quality, satisfaction metrics (CSAT/NPS), and long-term retention.
Our Onboarding Team
Our team thrives on building exceptional customer experiences with a test-and-learn approach: collaboration, innovation, and continuous improvement are encouraged. Every role is valued—feedback, ideas, and insights are shared openly to grow individuals and the team.
Success here belongs to those who are:
- Proactive communicators
- Collaborative problem-solvers
- Passionate customer advocates
- Comfortable navigating complexity and building systems that scale
What You Bring to the Team
- Leadership & Development:
- Coach and grow the Mid-Market Onboarding team (project managers, senior coaches, etc.), setting high standards for performance, culture, accountability, and growth.
- Define clear expectations, growth paths, and accountability frameworks.
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End-to-End Onboarding Ownership:
- Manage onboarding outcomes from sales handoff through go-live: identify and fix gaps in training quality, error detection, and deployment velocity.
- Build frameworks, configuration standards, and SOPs tailored for multi-property (25–100+ room) deployments, balancing customization with scalability.
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Metrics & Performance:
- Develop and own metrics (velocity, deployment quality, training completion, CSAT/NPS, retention) while monitoring portfolio health early to mitigate risks.
- Lead capacity/progress planning, balancing team workload and aligning with leadership on headcount decisions.
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Escalations & Cross-Function Collaboration:
- Act as the key escalation point for high-complexity or at-risk projects, partnering with Account Management for seamless handoffs.
- Work closely with Sales, Product, Support, Professional Services, and Account Management to bridge the gap between promised solutions and real-world delivery.
Keys to Your Success
- 8+ years in hospitality/hospitality tech (relevant to onboarding/implementation):
- Experience includes customer onboarding/implementation or team leadership (preferably in PMS, hotels, or hotel groups—travel OTA experience does not qualify alone).
- Track record: Successfully built or improved scalable onboarding/implementation functions.
- Leadership:
- Proven competence in distributed/remote environments; experience hiring/coaching customer-facing teams.
- Project Management:
- Strong grasp of scope, milestones, risk, and complex stakeholder deployments.
- Hospitality Expertise:
- Deep understanding of multi-property operations and mid-market complexities.
- Practical Strategy & Execution:
- Ability to design and roll up sleeves effortlessly.
- Data-Driven Decision-Making:
- Use insights from KPIs/dashboards to inform decisions.
Bonus Qualifications:
- Fluency in Spanish/Portuguese (business/professional level)
- Prior experience with hospitality SaaS/PMS onboarding (software or payment systems) -लोंgooglettp://lathe “onboarding/implementation teams” in scalable hospitality-tech companies
- Background with hotel platforms, hotel management companies, or consultants
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What to Expect: Your Journey with Cloudbeds
Cloudbeds’ teams unite world-class engineers, AI architects, and hospitality experts (650+ employees across 40+ countries) to handle what others deem impossible. We speak 30+ languages, but our shared passion unifies us: transforming the trillion-dollar hospitality industry with innovation, technology, and travel.
You’ll thrive if you’re:
- Passionate about pioneering challenges, from AI advancements to reimagining how hotels function.
- Eager to contribute to a culture that codes, designs, and ships the future—in partnership with the brightest in tech.
Visit cloudbeds.com to learn more.
Company Awards
(Proof positive of excellence)
- Best All-In-One Hotel Management System | HotelTechAwards 2025
- Overall 10 Best Place to Work | HotelTechAwards 2025
- Most Loved Workplace® Certified 2024
- Top 10 People’s Choice | 2024
- Deloitte Technology Fast 500 | 2024
Discover Our Benefits
- Remote First, Always
- Paid time off (local labor compliance)
- Monthly Wellness Fridays (extra long weekends)
- Full Paid Parental Leave
- Home office stipend (country-based)
- Cloudbeds University (upskilling/offsite training)
- Manager training/development programs
Everyone’s welcome here. Diversity and inclusion are core to our values:
- Cloudbeds is an Equal Opportunity Employer. Employment decisions are based on merit, qualifications, and business needs.
- Disability Access: If reasonable accommodation is needed for interviews/hiring, please contact: Phone: (858) 201-7832 Email: accommodations@cloudbeds.com
- Staffing Agencies: Our careers page is for direct applicants only. Staffing firms are not authorized to submit applications; we do not accept unsolicited resumes or affiliates.
*(Note: Anytime a question mark or list mark is present, brackets could indicate a stylistic, toplevel streamlining—consistency valued above expansion.)
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