Head of Mid-Market Onboarding (Remote)

Cloudbeds; Funchal; Remote; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Remote-first culture

PTO (paid time off)

Fully paid parental leave

Home office stipend

Professional development

Cloudbeds University access

Job summary

Cloudbeds is seeking a Senior Onboarding Lead to own end-to-end onboarding for mid-market, multi-property deployments. You will drive onboarding velocity, improve training quality, and elevate CSAT and long-term retention with scalable processes and data-driven KPIs.

You will lead a distributed onboarding team, partner across Sales, Product, Support, and Account Management, and design frameworks that balance customization with repeatability in a fully remote, global environment, while mentoring

Qualifications

• 7+ years in hospitality or hospitality technology with onboarding/implementation leadership.
• Proven track record leading distributed customer-facing teams.
• Strong PM skills: scope, milestones, timelines, risk mitigation.
• Fluency in additional languages (Spanish, Portuguese) is a plus.

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 sales handoff to go-live and adoption.
• Build standardized onboarding frameworks and configuration standards for multi-property deployments.
• Establish and own metrics: onboarding velocity, quality scores, CSAT/NPS, early lifecycle retention.
• Own capacity planning and cross-functional partnership with Sales, Product, Support, and Account Management.

Skills

Hospitality onboarding leadership

Project management

Cross-functional collaboration

Data-driven decision making

Customer-focused mindset

Job description

Cloudbeds is seeking a Senior Onboarding Lead to own end-to-end onboarding for mid-market, multi-property deployments. You will drive onboarding velocity, improve training quality, and elevate CSAT and long-term retention with scalable processes and data-driven KPIs.

You will lead a distributed onboarding team, partner across Sales, Product, Support, and Account Management, and design frameworks that balance customization with repeatability in a fully remote, global environment, while mentoring