Global Director, Mid-Market Onboarding

The role

You will own and scale the onboarding function for the mid-market customer segment. You will lead a team responsible for guiding customers from contract signature through go-live, adoption, and transition to Account Management.

What you will do

• Lead, coach, and develop the Mid-Market Onboarding team
• Own end-to-end onboarding outcomes for mid-market customers
• Build standardized onboarding frameworks, SOPs, and configuration standards
• Establish and own metrics including onboarding velocity, deployment quality, and CSAT/NPS
• Own capacity and staffing planning for the division
• Serve as a senior escalation point for complex or at-risk deployments
• Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management

Required qualifications

• 7+ years in hospitality or hospitality technology
• Hands-on customer onboarding or implementation experience
• Team leadership experience
• Track record of building or significantly improving onboarding and implementation functions and frameworks
• Proven people-leadership experience in a distributed, global environment
• Strong project-management foundation
• Deep understanding of hotel operations and serving multi-property, mid-market hospitality customers
• Ability to move fluidly between strategy and execution
• Data-driven with comfort using KPIs and dashboards

Nice to have

• Additional language fluency (Spanish, Portuguese) at a business-professional level
• Direct experience onboarding or implementing customers at a hospitality SaaS or PMS company
• Familiarity with property management systems, payments, or hospitality fintech
• Experience building onboarding or implementation functions at a scale-up stage company
• Background working with hotel management companies, small chains, or the consultant ecosystem

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

• Applicants 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 is a remote team building a platform that powers hotels across 150 countries. The company has been recognized for excellence, including being a Deloitte Technology Fast 500 company.