Global Director, Mid-Market Onboarding — Remote

Cloudbeds; Chicago (IL); Remote; USD 140,000 - 200,000; Full time

Benefits offered by this job

Remote First

PTO

Parental Leave

Home office stipend

Cloudbeds University

Professional development

Job summary

Cloudbeds is seeking a Senior Onboarding Lead to guide the Mid-Market Onboarding team and own end-to-end onboarding outcomes for diverse hotel clients. This role focuses on building scalable onboarding frameworks, improving deployment velocity, and driving high customer satisfaction in a globally distributed, remote-first environment.

You will collaborate across Sales, Product, Support, and Account Management, with a strong emphasis on data-driven decisions, KPIs, and cross-functional leadership

Qualifications

• 7+ years in hospitality or hospitality tech with onboarding or implementation leadership.
• Proven experience leading distributed teams across time zones.
• Strong project management with scope, milestones, timelines and risk mitigation.
• Data-driven with KPI dashboards and insights to drive decisions.
• Exceptional communication and customer advocacy in complex deployments.
• Ability to design frameworks and roll them out in scale-up environments.
• Experience with PMS, payments, or hospitality fintech is a plus.

Responsibilities

• Lead, coach, and develop the Mid-Market Onboarding team including onboarding managers.
• Own end-to-end onboarding outcomes from sales handoff to go-live and adoption.
• Build standardized onboarding frameworks and configuration standards for multi-property deployments.
• Establish metrics: onboarding velocity, quality scores, CSAT/NPS, and early-lifecycle retention.
• Own capacity planning and staffing in coordination with leadership.
• Serve as escalation point for complex or at-risk deployments.
• Collaborate cross-functionally with Sales, Product, Support, and Account Management.
• Identify and fix gaps in training quality, error detection, and deployment velocity.

Skills

Team leadership

Onboarding

Project management

Hospitality tech

Cross-functional collaboration

Data-driven decision making

Spanish/Portuguese

Job description

Cloudbeds is seeking a Senior Onboarding Lead to guide the Mid-Market Onboarding team and own end-to-end onboarding outcomes for diverse hotel clients. This role focuses on building scalable onboarding frameworks, improving deployment velocity, and driving high customer satisfaction in a globally distributed, remote-first environment.

You will collaborate across Sales, Product, Support, and Account Management, with a strong emphasis on data-driven decisions, KPIs, and cross-functional leadership