Director of Global Mid-Market Onboarding

Cloudbeds; Coimbra; Remote; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Remote First

PTO

Fully Paid Parental Leave

Home office stipend

Cloudbeds University & professional de

Job summary

Cloudbeds is seeking a Senior Onboarding Lead to manage a distributed Mid-Market Onboarding team. You will own end-to-end onboarding from sales handoff through go-live and adoption, building scalable frameworks and ensuring high CSAT, with a strong focus on velocity and quality.

You will collaborate with Sales, Product, Support, and Account Management to bridge what is sold and what is delivered. A hospitality tech background and multi-property experience are required, along with leadership in a

Qualifications

• 7+ years in hospitality or hospitality technology with onboarding/implementation leadership.
• Experience building onboarding/implementation functions and frameworks.
• Proven people-leadership in a distributed, global environment.
• Strong project-management foundation for multi-stakeholder deployments.

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 to go-live and adoption.
• Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property deployments (25–100+ rooms).
• Establish and own metrics: onboarding velocity, deployment quality, training, CSAT/NPS, early lifecyle retention.
• Own capacity and staffing planning for the division; forecast demand and partner with leadership on headcount decisions.
• Serve as senior escalation point for complex deployments and collaborate with Account Management for handoffs.
• Partner cross-functionally with Sales, Product, Support, PS, and Account Management to align delivery with sales.
• Experience with hotel operations and multi-property mid-market hospitality customers.
• Data-driven decision making using KPIs and dashboards.
• Familiarity with additional languages (Spanish, Portuguese).

Skills

Leadership

Onboarding

Project management

Data-driven

KPIs & dashboards

Cross-functional collaboration

Communication

Strategic framing to execution

Multilingual (Spanish, Portuguese)

Tools

PMS

Job description

Cloudbeds is seeking a Senior Onboarding Lead to manage a distributed Mid-Market Onboarding team. You will own end-to-end onboarding from sales handoff through go-live and adoption, building scalable frameworks and ensuring high CSAT, with a strong focus on velocity and quality.

You will collaborate with Sales, Product, Support, and Account Management to bridge what is sold and what is delivered. A hospitality tech background and multi-property experience are required, along with leadership in a