Global Director, Mid‑Market Onboarding (Remote)

Cloudbeds; Valencia; Remote; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Remote-first

PTO

Wellness Fridays

Parental leave

Home office stipend

Cloudbeds University

Manager training

Job summary

Cloudbeds is seeking a Global Director, Mid-Market Onboarding to own and scale onboarding for our fastest-growing customer segment. You’ll lead a distributed team of onboarding project managers and senior coaches, guiding mid-market customers from contract to go‑live and beyond.

You’ll build frameworks, measures, and processes that drive onboarding velocity, quality, CSAT, and long-term retention while balancing customization with scalability across global deployments.

Qualifications

• Experience leading onboarding or implementation functions in hospitality tech.
• Ability to design and implement scalable onboarding frameworks.
• Strong leadership, coaching, and development of customer-facing teams.

Responsibilities

• Lead, coach, and develop the Mid‑Market Onboarding team — onboarding PMs and senior coaches.
• Own end‑to‑end onboarding outcomes from sales handoff through go‑live and adoption.
• Build standardized onboarding frameworks and configuration standards for multi-property deployments.
• Establish and own key metrics: velocity, quality scores, training completion, CSAT/NPS, retention.
• Own capacity planning and headcount decisions in partnership with leadership.
• Serve as escalation point for complex deployments and coordinate with Account Management.
• Partner cross‑functionally with Sales, Product, Support, PS, and Account Management.

Skills

People leadership

Onboarding

Project management

Hospitality knowledge

Data-driven

Cross-functional collaboration

KPIs & dashboards

Education

Bachelor's degree in Hospitality or related field

Job description

Cloudbeds is seeking a Global Director, Mid-Market Onboarding to own and scale onboarding for our fastest-growing customer segment. You’ll lead a distributed team of onboarding project managers and senior coaches, guiding mid-market customers from contract to go‑live and beyond.

You’ll build frameworks, measures, and processes that drive onboarding velocity, quality, CSAT, and long-term retention while balancing customization with scalability across global deployments.