Remote Global Director - Mid‑Market Onboarding

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

Benefits offered by this job

Remote-first culture

Home office stipend

Monthly wellness Fridays

Full paid parental leave

Professional development via Cloudbeds

Job summary

Cloudbeds is seeking a Global Director of Mid‑Market Onboarding to scale onboarding for our fastest‑growing customer segment. You will lead a distributed team from contract through go‑live, adoption, and transition to Account Management, focusing on velocity, quality, CSAT, and long‑term retention.

You’ll build onboarding frameworks, establish essential metrics, and partner with Sales, Product, Support, and Professional Services to deliver scalable, world‑class experiences for mid‑market and

Qualifications

• 7+ years in hospitality or hospitality technology with onboarding or implementation leadership.
• Proven track record building onboarding/frameworks and improving customer experience.
• Strong people leadership in a distributed, global environment.
• Solid project-management skills for complex multi-stakeholder deployments.
• Deep understanding of hotel operations across multi-property hospitality.
• Ability to move between strategy and execution and use data to drive decisions.

Responsibilities

• Lead, coach, and develop the Mid‑Market Onboarding team, setting clear expectations and growth paths.
• Own end‑to‑end onboarding outcomes for mid‑market customers from handoff to go‑live and transition.
• Build standardized onboarding frameworks, SOPs, and configuration standards for complex deployments.
• Establish and own key metrics: onboarding velocity, deployment quality, CSAT/NPS, and early retention.
• Own capacity and staffing planning for the division and partner with leadership on headcount decisions.
• Serve as escalation point for complex deployments and collaborate with Account Management on handoffs.
• Partner cross‑functionally with Sales, Product, Support, Professional Services, and Account Management.

Job description

Cloudbeds is seeking a Global Director of Mid‑Market Onboarding to scale onboarding for our fastest‑growing customer segment. You will lead a distributed team from contract through go‑live, adoption, and transition to Account Management, focusing on velocity, quality, CSAT, and long‑term retention.

You’ll build onboarding frameworks, establish essential metrics, and partner with Sales, Product, Support, and Professional Services to deliver scalable, world‑class experiences for mid‑market and