Director, Global Mid-Market Onboarding

Cloudbeds; Orlando (FL); Remote; USD 140.000 - 190.000; Vollzeit

Benefits dieser Stelle

Remote first

PTO per local law

Parental leave

Home office stipend

Cloudbeds University

Zusammenfassung

Cloudbeds is seeking a Sr. Onboarding Lead to champion mid-market onboarding from sales handoff to go-live and beyond.

You will lead a team of onboarding ICs and coaches, set expectations, and drive velocity, quality, and customer satisfaction across hospitality clients. In this remote role, you will partner with Sales, Product, Support, and Account Management to standardize playbooks, forecast demand, and scale deployments for multi-property hotels while maintaining a strong focus on retention

Qualifikationen

• 7+ years in hospitality or hospitality technology with hands-on onboarding or implementation leadership.
• Track record of building or improving onboarding/functions and frameworks.
• Proven people-leadership experience in a distributed, global environment.
• Strong project-management foundations: scope, milestones, timelines, risk mitigation.
• Deep understanding of hotel operations in multi-property mid-market contexts.

Aufgaben

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

Kenntnisse

Onboarding leadership

Project management

People management

Hospitality tech

Analytics & KPIs

Tools

PMS systems

Jobbeschreibung

Cloudbeds is seeking a Sr. Onboarding Lead to champion mid-market onboarding from sales handoff to go-live and beyond.

You will lead a team of onboarding ICs and coaches, set expectations, and drive velocity, quality, and customer satisfaction across hospitality clients. In this remote role, you will partner with Sales, Product, Support, and Account Management to standardize playbooks, forecast demand, and scale deployments for multi-property hotels while maintaining a strong focus on retention