Global Director of Mid-Market Onboarding

Cloudbeds; Atlanta (GA); Remote; USD 140,000 - 210,000; Full time

Benefits offered by this job

Remote First

PTO

Parental Leave

Home office stipend

Professional development

Job summary

Cloudbeds is seeking an experienced onboarding leader to manage the Mid-Market Onboarding team and drive end-to-end deployment success for mid-market customers. You will set expectations, build scalable onboarding frameworks, and work across Sales, Product, Support, and Account Management to ensure fast, high-quality implementations.

You will own capacity planning, monitor KPIs, and act as a senior escalation point for complex projects while fostering a culture of continuous improvement and

Qualifications

• 7+ years in hospitality or hospitality technology, including hands-on customer onboarding or implementation experience and team leadership.
• Proven people-leadership experience — hiring, coaching, and developing customer-facing teams in a distributed, global environment.
• Strong project-management foundation: scope, milestones, timelines, and risk mitigation for complex multi-stakeholder deployments.
• Deep understanding of hotel operations and multi-property mid-market hospitality customers.
• Ability to move between strategy and execution and to design frameworks and implement them.
• Data-driven: comfortable with KPIs, dashboards, and using insights to drive decisions.
• Additional language fluency (Spanish, Portuguese) at a business-professional level.
• Direct experience onboarding or implementing customers at a hospitality SaaS or PMS company.
• Familiarity with property management systems, payments, or hospitality fintech.
• Experience building onboarding or implementation functions at scale-up stage companies.
• Background working with hotel management companies, small chains, or consultant ecosystems.

Responsibilities

• 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 and transition to Account Management.
• Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property deployments.
• Establish and own metrics such as onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention.
• Own capacity and staffing planning for the division — forecasting demand and headcount decisions.
• Serve as senior escalation point for complex deployments and collaborate with Account Management on handoffs.
• Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management.
• Support a culture of accountability and continuous improvement.

Skills

Leadership

Onboarding

Project management

Customer experience

Data-driven

Job description

Cloudbeds is seeking an experienced onboarding leader to manage the Mid-Market Onboarding team and drive end-to-end deployment success for mid-market customers. You will set expectations, build scalable onboarding frameworks, and work across Sales, Product, Support, and Account Management to ensure fast, high-quality implementations.

You will own capacity planning, monitor KPIs, and act as a senior escalation point for complex projects while fostering a culture of continuous improvement and