Remote Global Director, Mid-Market Onboarding

Cloudbeds; Porto; Remote; EUR 120,000 - 170,000; Full time

Benefits offered by this job

Remote-first culture

PTO

Fully Paid Parental Leave

Home office stipend

Professional development

Job summary

Cloudbeds is seeking a Head of Mid-Market Onboarding to lead a distributed team of onboarding specialists and coaches. You’ll own end-to-end mid-market onboarding, from sales handoff through go-live and adoption, focusing on velocity, quality, and long-term retention.

In this remote-first role, you’ll build scalable frameworks, establish KPIs, and partner with Sales, Product, Support, and Account Management to deliver world-class customer experiences for multi-property hospitality clients

Qualifications

• 7+ years in hospitality or hospitality tech, with hands-on onboarding or implementation and team leadership.
• Proven track record building onboarding/functions and improving processes.
• Experience leading customer-facing teams in a distributed, global environment.
• Strong project management with scope, milestones, timelines, and risk mitigation.

Responsibilities

• Lead, coach, and develop the Mid-Market Onboarding team, setting expectations, standards, and growth paths.
• Own end-to-end onboarding outcomes for mid-market customers from sales handoff to go-live, adoption, and transition to Account Management.
• Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property deployments.
• Establish and own key metrics: onboarding velocity, quality scores, training completion, CSAT/NPS, and early-retention.
• Own capacity and staffing planning for the division, forecasting demand and balancing workload.
• Serve as senior escalation point for complex or at-risk deployments and coordinate with Account Management.
• Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management.

Skills

Onboarding leadership

Project management

Cross-functional leadership

Data-driven decisions

Communication

Hospitality knowledge

People leadership

Job description

Cloudbeds is seeking a Head of Mid-Market Onboarding to lead a distributed team of onboarding specialists and coaches. You’ll own end-to-end mid-market onboarding, from sales handoff through go-live and adoption, focusing on velocity, quality, and long-term retention.

In this remote-first role, you’ll build scalable frameworks, establish KPIs, and partner with Sales, Product, Support, and Account Management to deliver world-class customer experiences for multi-property hospitality clients