Global Director, Mid‑Market Onboarding (Remote)

Cloudbeds; Las Vegas (NV); A distancia; USD 140.000 - 200.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first culture

PTO

Parental leave

Home office stipend

Cloudbeds University

Leadership training

Flexible, global team

Descripción de la vacante

Cloudbeds is seeking an experienced Head of Mid-Market Onboarding to lead a distributed team of onboarding specialists and coaches. You will own end-to-end onboarding for mid-market customers, from sales handoff to go-live, adoption, and transition to Account Management, while building scalable frameworks and tracking key performance metrics.

You will partner with Sales, Product, Support, and Professional Services to ensure seamless delivery, maintain high customer satisfaction, and drive

Formación

• 7+ years in hospitality or hospitality technology with hands-on onboarding or implementation experience and team leadership
• Proven track record building or improving onboarding/implementation functions
• Experience leading distributed, global customer-facing teams
• Strong project-management discipline for complex multi-stakeholder deployments
• Data-driven with KPI dashboards and insight-based decisions
• Additional language fluency (Spanish, Portuguese) at business-professional level
• Experience onboarding hospitality SaaS or PMS customers
• Familiarity with PMS, payments, or hospitality fintech

Responsabilidades

• Lead, coach, and develop the Mid-Market Onboarding team including Onboarding Project Managers and senior coaches.
• Own end-to-end onboarding outcomes from sales handoff to go-live, adoption, and transition to Account Management.
• Build standardized onboarding frameworks, SOPs, and configuration standards for multi-property deployments.
• Own metrics: onboarding velocity, deployment quality scores, training completion, CSAT/NPS, early retention.
• Plan capacity and staffing; forecast demand and balance workload.
• Serve as a senior escalation point for complex deployments and partner with Account Management on handoffs.
• Collaborate cross-functionally with Sales, Product, Support, and Professional Services.

Conocimientos

Onboarding leadership

Project management

Customer onboarding

People leadership

KPI-driven

Cross-functional collaboration

Hospitality domain knowledge

Bilingual/ multilingual (Spanish/Portu

Descripción del empleo

Cloudbeds is seeking an experienced Head of Mid-Market Onboarding to lead a distributed team of onboarding specialists and coaches. You will own end-to-end onboarding for mid-market customers, from sales handoff to go-live, adoption, and transition to Account Management, while building scalable frameworks and tracking key performance metrics.

You will partner with Sales, Product, Support, and Professional Services to ensure seamless delivery, maintain high customer satisfaction, and drive