North America Onboarding Lead (Mid‑Market) – Remote

Cloudbeds; Chicago (IL); Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Remote First

Fully Paid Parental Leave

Home office stipend

Job summary

Cloudbeds is seeking a Mid-Market Onboarding Lead for North America to head onboarding for independent hotels, resorts, and multi-property groups migrating to Cloudbeds. You will guide customers from signed contract through go-live, Hypercare, and handoff to Account Management.

This player-coach role requires building and leading the regional Onboarding Project Managers and Mid-Market Coaches while remaining hands-on with a select portfolio.

Qualifications

• 5+ years in hotel operations or hospitality technology.
• 2+ years directly managing customer-facing team members in onboarding, implementation, or customer success.
• Hands-on experience leading multi-property hospital PMS implementations, from kickoff through go-live.
• Strong understanding of North American hotel operations: front office, reservations, distribution, revenue management.

Responsibilities

• Lead, coach, and develop the North America team of Onboarding Project Managers and Mid-Market Coaches.
• Own account intake and assignment for the region, balancing workload and capacity.
• Oversee a small portfolio of strategic North American accounts through go-live and handoff.
• Collaborate with Sales, Professional Services, and Product to close gaps and feed issues back to owners.
• Act as the first escalation point for at-risk onboardings and reset plans with customers.

Skills

Team leadership

Onboarding

Project management

Customer success

Communication

Sales coordination

Education

Bachelor's degree in Hospitality or related field

Tools

Salesforce

Job description

Cloudbeds is seeking a Mid-Market Onboarding Lead for North America to head onboarding for independent hotels, resorts, and multi-property groups migrating to Cloudbeds. You will guide customers from signed contract through go-live, Hypercare, and handoff to Account Management.

This player-coach role requires building and leading the regional Onboarding Project Managers and Mid-Market Coaches while remaining hands-on with a select portfolio.