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.
We help hoteliers—from independent properties to hotel groups—transform their operations and elevate their commercial strategy through a unified platform that integrates with hundreds of partners. All while working with a completely remote global team.
Imagine collaborating with global innovators to build AI-powered solutions that tackle the biggest challenges in hospitality. Since 2012, we’ve won awards like:
- World’s Best Hotel PMS Solutions Provider
- Deloitte Technology Fast 500 (2024)
And we’re just getting started.
How You’ll Make an Impact
As Global Director, Mid-Market Onboarding, you’ll own and scale the onboarding process for Cloudbeds’ fastest-growing and most complex customer segment.
Your Role:
- Lead a team guiding mid-market customers from contract signature to go-live, adoption, and Account Management handoff.
- Develop frameworks, standards, metrics, and team capabilities to ensure a world-class, repeatable onboarding experience at scale.
- Champion customer experience with rigorous project management for complex deployments.
- Drive onboarding velocity, deployment quality, customer satisfaction, and long-term retention.
Key Focus Areas:
- Team Leadership – Coach and grow the Mid-Market Onboarding team (Project Managers, senior coaches) with clear goals, accountability, and growth paths.
- End-to-End Onboarding – Oversee sales handoff to Account Management, diagnosing and fixing execution gaps in training, error detection, and deployment speed.
- Standardized Framework – Build SOPs, configuration standards, and onboarding playbooks tailored to multi-property, 25–100-bedroom deployments.
- Metrics & KPIs – Track velocity, quality scores, training completion, NPS/CSAT, and retention while monitoring portfolio health and intervening early on at-risk projects.
- Capacity Planning – Forecast demand, balance workloads, and partner with leadership on scaling headcount.
- Escalations & Handoffs – Serve as a senior escalation point for complex projects and ensure trustworthy transitions to Account Management.
- Cross-Functional Collaboration – Bridge gaps between Sales, Product, Support, Professional Services, and Account Management, shaping mid-market and enterprise-adjacent strategies.
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Our Onboarding Team
Our team thrives on delivering exceptional customer experiences and fostering hotelier success from day one. We operate with: ✔ A test-and-learn mindset that encourages innovation and collaboration. ✔ A culture where every voice matters—feedback, ideas, and continuous improvement are valued. ✔ Leaders who are proactive communicators, problem-solvers, and customer advocates. ✔ A focus on navigating complexity while scaling systems and teams.
What You Bring to the Team
Required Skills & Experience:
✅ 7+ years in hospitality or hospitality technology, with:
- Hands-on customer onboarding, implementation, or hotel operations experience (e.g., hotel/SaaS/PMS companies, hotel groups, or property management). ✅ Track record of building or improving onboarding/implementation functions—establishing frameworks, SOPs, and team scaling. ✅ Proven people leadership—hiring, coaching, and developing customer-facing teams in a remote, global environment. ✅ Strong project management background with experience in:
- Scope, milestones, timelines, and risk mitigation for complex multi-stakeholder deployments. ✅ Deep understanding of hotel operations, particularly multi-property, mid-market hospitality customers. ✅ Ability to balance strategy and execution—design frameworks and roll up sleeves to implement them. ✅ Data-driven mindset with comfort in KPIs, dashboards, and decision-making based on insights.
Bonus Skills (Stand Out with These!):
✔ Additional language fluency (Spanish, Portuguese) at a business-professional level. ✔ Direct experience with PMS or hospitality SaaS onboarding/implementation. ✔ Familiarity with property management systems, payments, or hospitality fintech. ✔ Experience scaling onboarding functions in a #LinkUp(re.Eg1) startup environment. ✔ Background working with hotel management companies, small chains, or consultants.
Compensation & Benefits (US Candidates)
- Base Pay: $180,000 – $190,000 USD annually (flexibility for higher packages considered) (Note: Salary listed for US-based candidates only.)
What to Expect at Cloudbeds
A Team Shaping the Future of Hospitality
Our 650+ employees across 40+ countries are a blend of: 🔹 Elite engineers & AI architects 🔹 World-class designers & hospitality veterans 🔹 Multilingual professionals (30+ languages spoken).
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We redefine what’s possible in hospitality through:
- Cutting-edge AI solutions transforming hotel operations, revenue, and guest experiences.
- Innovations in machine learning and automation.
- A passionate, travel-loving culture that codes, designs, and builds the future—one innovation at a time.
Why Join Us?
- Innovation at scale – Play a role in a $1 trillion industry, powered by Cloudbeds’ proprietary tech.
- Collaborative excellence – Work alongside global innovators who share your drive for impact.
- Celebrity in the industry – Among the world’s best in hospitality tech and workplaces (see Awards below).
Company Awards & Recognition
🏆 Best All-In-One Hotel Management System (HotelTechAwards 2025) 🏆 Overall 10 Best Places to Work (HotelTechAwards 2025) 🏆 Most Loved Workplace® Certified (2024) 🏆 Top 10 People’s Choice Award (2024) 🏆 Deloitte Technology Fast 500 (2024)
Discover Our Benefits
Where Work Thrives
🌍 Remote First, Remote Always 📅 Paid Time Off (PTO) + Local Labor Requirements 🎉 Monthly Wellness Fridays (Extra long weekend monthly!) 👶 Full Paid Parental Leave 🏠 Home Office Stipend (Based on country of residency)
Grow & Learn
📚 Professional Development – Full access to Cloudbeds University for courses, upskilling, and knowledge transfer. 🎓 Manager Training & Upskilling Programs
We Belong Here
🌈 Everyone Welcomed – A culture of inclusion and equality. �unción Equal Opportunity Employer – Celebrating diversity in:
- Race, religion, color, national origin
- Gender (including pregnancy, protections, and related conditions)
- Sexual orientation, gender identity, gender expression
- Age, veteran/a military status, disability, and more
Accessibility & Accommodations
Cloudbeds is committed to equal opportunity and will provide: ✅ Reasonable accommodations for candidates and employees with disabilities. ✅ Support for Deaf/Hard of Hearing/Deaf-Blind employees. 📞 Contact HR for accommodations during application or hiring:
- Phone: (858) 201-7832
- Email: accommodations@cloudbeds.com
- ASL Interpretation available upon request.
Staffing Agency Policy
#LI-HIRING Only direct candidates apply—staffing agencies and representatives are not authorized to submit applications.
Apply at cloudbeds.com. Your innovation matters.
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