North America Onboarding Lead — Mid‑Market Growth

Cloudbeds; Jacksonville (FL); Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Remote-first culture

PTO

Fully paid parental leave

Home office stipend

Cloudbeds University

Professional development

Job summary

Cloudbeds is seeking an experienced Mid-Market Onboarding Lead for North America to own onboarding for independent hotels and groups migrating from enterprise systems. You will lead the regional Onboarding Project Managers and Mid-Market Coaches, guiding them from contract to go-live and handoff with a consultative, hospitality-first approach.

You will personally oversee key accounts, drive time-to-live and CSAT metrics, and develop a high-performing, remote team including regional training and

Qualifications

• 5+ years in hotel operations or hospitality technology.
• 2+ years directly managing customer-facing onboarding teams.
• Hands-on experience leading multi-property PMS implementations.
• Strong understanding of North American hotel operations and workflows.
• Consultative, executive-level communication skills.
• Project-management discipline across multiple projects.
• Comfort with data dashboards and Salesforce tooling.
• Remote-first collaboration and cross-functional teamwork.
• Experience with Oracle Opera or similar PMS platforms.

Responsibilities

• Lead and develop the North America onboarding team of PMs and coaches.
• Oversee a portfolio of strategic accounts through go-live and handoff.
• Handle escalations, reset plans, and engage services when needed.
• Ramp and mentor new hires; shape hiring profiles.
• Track time-to-live, quality metrics, and CSAT; improve regional results.
• Collaborate with Sales, Support, PS, and Product for issue feedback.
• Guide customers redesigning workflows and SOPs for Cloudbeds.
• Coordinate with third-party consultants and partners.

Skills

Hotel operations

Hospitality technology

Team leadership

Onboarding/implementation

Project management

Salesforce

AI/Automation

Multi-property PMS

Customer-facing communication

Spanish fluency

English fluency

Education

PMP certification

Tools

Salesforce

Oracle Opera

Job description

Cloudbeds is seeking an experienced Mid-Market Onboarding Lead for North America to own onboarding for independent hotels and groups migrating from enterprise systems. You will lead the regional Onboarding Project Managers and Mid-Market Coaches, guiding them from contract to go-live and handoff with a consultative, hospitality-first approach.

You will personally oversee key accounts, drive time-to-live and CSAT metrics, and develop a high-performing, remote team including regional training and