Cloudbeds
Global Director, Mid-Market Onboarding
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Global Director, Mid-Market Onboarding
Cloudbeds: Global Director, Mid-Market Onboarding
What Makes Us Unique
At Cloudbeds, we’re not just building software—we’re transforming hospitality. Our platform powers properties across 150 countries, processing billions in bookings annually. From independent hotels to large groups, we enable commercial strategy uplifts through a unified system integrating with hundreds of partners—all while operating a fully remote team.
Imagine collaborating with global innovators to develop AI-powered hospitality solutions. Since our founding in 2012, we’ve been named the World’s Best Hotel PMS Solutions Provider and ranked in Deloitte’s Technology Fast 500 again in 2024—yet we’re just beginning. Here, you’ll have the opportunity to shape the future of hotel technology alongside 650+ employees across 40+ countries, crossing continents every day through global teams.
How You’ll Make an Impact
As Global Director, Mid-Market Onboarding, you’ll own and scale onboarding for Cloudbeds’ fastest-growing customer segment. Your role ensures a world-class, repeatable experience from contract to go-live and adoption, driving long-term customer retention.
- Lead a team of Onboarding Project Managers and senior coaches, refining frameworks, metrics, and team capabilities focused on customer success.
- Develop standardised onboarding processes, SOPs, and configuration standards for multi-property deployments (25–100+ rooms).
- Balance customisation with scalability, ensuring seamless transitions from Onboarding to Account Management.
- Drive operational excellence through metrics like onboarding velocity, training completion, and customer satisfaction (CSAT/NPS).
- Act as a senior escalation point for complex deployments, collaborating closely with Account Management, Sales, and Support.
You’ll bridge the gap between what’s sold and what’s delivered, defining the strategy for mid-market and enterprise hospitality onboarding.
About the Onboarding Team
Our team is driven by a test-and-learn ethos—innovative, collaborative, and customer-focused. Every member contributes ideas and feedback, fostering growth in individuals and the organisation. Leaders here thrive as:
- Proactive communicators
- Collaborative problem-solvers
- Advocates for mid-market hoteliers
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We value global perspective and the ability to manage distributed, cross-functional teams with empathy and strategic intent.
What You Bring to the Team
Core Responsibilities:
- Team Leadership: Develop and coach Mid-Market Onboarding teams (Project Managers/coaches), defining performance standards, accountability, and growth pathways.
- End-to-End Executive Accountability: Own onboarding from sales handoff through go-live, adoption, and transition phases, addressing training gaps, errors, and operational risks.
- Framework Design: Build standardised onboarding guidelines, SOPs, and metrics (velocities, CSAT scores, retention KPIs) tailored for mid-market complexity.
- Demand Planning: Lead capacity/staffing strategies, forecasting workloads and partnering with leadership on hiring decisions.
- Cross-Functional Collaboration: Partner with Sales, Product, Support, Professional Services, and Account Management to optimise customer outcomes and service alignment.
Requirements: ✔ 7+ years in hospitality or hospitality tech, with hands-on onboarding/implementation leadership (hotel experience, PMS/SaaS provisions count; OTA/distribution alone does not). ✔ Proven ability to build or improve onboarding frameworks (documented track record). ✔ Global team management experience in distributed environments (hiring, mentoring, coaching). ✔ Deep expertise in hotel operations, especially multi-property/mid-market deployments. ✔ Fluency in strategy + execution—design frameworks and roll up sleeves to implement. ✔ Data-driven mindset: leverage KPI dashboards and insights to shape decisions.
Bonus Skills That Stand Out: 🔹 Multilingual proficiency (Spanish/Portuguese) at a business-level. 🔹 Prior experience in hospitality SaaS/PMS onboarding or implementation. 🔹 Technical familiarity with PMS systems, payments, or fintech tools. 🔹 Scalable onboarding experience at a high-growth startup. 🔹 Insights on hotel management companies, small chains, or consultant ecosystems.
What to Expect: Your Journey with Cloudbeds
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Our team is a breeding ground for innovation—650 engineers, AI architects, designers, and hospitality veterans united by one passion: redefining travel. From machine learning breakthroughs to operational efficiency tools, we’re coding the future of hospitality.
Why Join Us?
- A culture that prioritises work quality over hours, celebrating bold ideas and customer impact.
- Remote-first flexibility with a 22M+ USD funding mission.
- Aligned with creation, not just consumption—partners in business growth.
Company Awards (Because We Innovate Now)
- "Best All-In-One Hotel Management System" | HotelTechReport (2025)
- "10 Best Places to Work" | HotelTechReport (2025)
- “Most Loved Workplace®” Certified (2024) | Glassdoor
- “Top 10 People’s Choice” (2024) | Employee rankings
- "Technology Fast 500" | Deloitte (2024)
Discover Our Benefits
Remote & Flexibility:
- Fully remote, with programmatic flexibility.
- Unlimited PTO (aligned with local laws).
Director Wellbeing:
- Monthly “Wellness Fridays” (a quarterday sans meetings).
- Paid parental leave.
Development Focus:
- Quarterly Lunch + Learn events.
- Competitive Home Office Stipends.
- Professional development fund (Cloudbeds University).
Equitable Inclusion:
- Pie Worldwide’s Inclusion 200+ (“Best Workplaces for Women 2023”).
- LGBTQ+ and POC Inclusion to secure leadership slots.
- Job Accommodations: Contacts for deaf/hard-of-hearing candidate support + ASL interpreters at all stages.
🔖 No agencies, prosruptly! Cloudbeds only hires direct candidates.
Who We Are: A Diversity We Celebrate
At Cloudbeds, we embrace immediate impact for all. We offer equal opportunity and do not discriminate based on:
- Race, religion, colour
- National origin, gender, sexual orientation, gender identity
- Age, disabilities, military status, or family status
Our commitment extends to ensuring creating a welcoming space through adaptations:
📞 Call to discuss accommodations: +1 (858) 201-7832 📧 Email request: accommodations@cloudbeds.com
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