Remote Global Director, Mid-Market Onboarding

Cloudbeds; Philippines; Remote; PHP 10,082,000 - 11,972,000; Full time

Benefits offered by this job

Remote First, Remote Always

PTO per local labor requirements

Fully Paid Parental Leave

Home office stipend based on country

Cloudbeds University professional dev

Manager training and knowledge sharing

Job summary

Cloudbeds is seeking a Global Director, Mid-Market Onboarding to scale the onboarding function for its fastest-growing mid-market customers. You will lead a team from contract signature to go-live, with a focus on velocity, quality, and long-term retention, while partnering with Sales, Product, Support, and Account Management.

You will drive global onboarding frameworks, staffing, and performance metrics, balancing customization with scalable processes and ensuring exceptional customer

Qualifications

• 7+ years in hospitality or hospitality technology with onboarding or implementation experience and leadership.
• Experience building onboarding functions and frameworks.
• Proven people leadership in a distributed, global environment.
• Strong project-management with complex multi-stakeholder deployments.
• Deep understanding of hotel operations and multi-property mid-market.
• Ability to move between strategy and execution and implement frameworks.
• Data-driven with KPIs, dashboards, and insights-driven decisions.

Responsibilities

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

Skills

Team leadership

Onboarding

Project management

Customer success

Data-driven

Cross-functional collaboration

Tools

PMS systems

CRM tools

Analytics dashboards

Job description

Cloudbeds is seeking a Global Director, Mid-Market Onboarding to scale the onboarding function for its fastest-growing mid-market customers. You will lead a team from contract signature to go-live, with a focus on velocity, quality, and long-term retention, while partnering with Sales, Product, Support, and Account Management.

You will drive global onboarding frameworks, staffing, and performance metrics, balancing customization with scalable processes and ensuring exceptional customer