Mid-Market Onboarding Lead

The role

You will lead and coach the North America Mid-Market Onboarding team. You will personally oversee strategic accounts and manage the onboarding experience for independent hotels, resorts, and multi-property groups.

What you will do

• Lead, coach, and develop the North America team of Onboarding Project Managers and Mid-Market Coaches
• Run call reviews and kickoff prep to raise customer-facing quality
• Personally oversee a small portfolio of strategic North American key accounts
• Own account intake and assignment for the region
• Act as the first escalation point for at-risk North American onboardings
• Ramp new hires through regional training and shadowing
• Track and improve regional performance on time-to-live, deployment quality, and CSAT
• Partner with North American Sales, Account Management, and Product teams
• Provide consultative depth to customers switching from other PMS platforms
• Coordinate with third-party consultants and partners

Required qualifications

• 5+ years in hotel operations or hospitality technology
• 2+ years directly managing customer-facing team members in onboarding, implementation, professional services, or customer success
• Hands-on experience leading multi-property or 40+ room full-service hotel PMS implementations
• Strong understanding of North American hotel operations: front office, reservations, distribution, revenue management, payments, and reporting
• Consultative, hospitality-first communication style
• Project-management discipline
• Comfortable with data and tooling including Salesforce or similar CRM
• Calm, organized, and decisive in a remote-first environment

Nice to have

• Experience implementing or operating enterprise systems such as Oracle Opera
• Spanish fluency at a business-professional level
• PMP or similar project-management certification
• Experience working with hotel management companies, hotel consultants, or reseller partners
• Familiarity with revenue management systems, guest experience tools, or hospitality payments

Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University
• Access to professional development, including manager training, upskilling, and knowledge transfer

Before you apply

• Must be currently authorized to work in the location where the position is located without requiring visa sponsorship
• Cloudbeds is unable to provide sponsorship for work visas

About the company

Cloudbeds builds a platform that powers hotels across 150 countries. The company is a remote team that has been recognized for excellence in hotel management software.