Remote Global Director, Mid‑Market Onboarding

Cloudbeds; Chicago (IL); On-site; USD 160,000 - 190,000; Full time

Benefits offered by this job

Remote‑first culture

Paid parental leave

Home office stipend

Wellness Fridays

Job summary

Cloudbeds, a remote‑first hospitality software leader, seeks a Global Director of Mid‑Market Onboarding to scale onboarding for fast‑growing customers. Lead a distributed team through go‑live, adoption, and transition to Account Management, building scalable processes and measurement frameworks.

You will drive velocity and quality, align cross‑functional teams, and own capacity planning while maintaining exceptional customer experience in a global, remote environment.

Qualifications

• 7+ years in hospitality or hospitality tech with onboarding or implementation experience
• Proven leadership of distributed customer-facing teams
• Strong project-management skills for complex multi-stakeholder deployments
• Deep understanding of hotel operations and multi-property setups
• Ability to balance strategy with hands-on execution and continuous improvement

Responsibilities

• Lead, coach, and develop the Mid‑Market Onboarding team, setting clear expectations and growth paths
• Own end-to-end onboarding outcomes from sales handoff to go‑live and transition to Account Management
• Build standardized onboarding frameworks and SOPs for multi-property deployments
• Own onboarding metrics: velocity, quality, training completion, CSAT/NPS, early retention
• Plan capacity, forecast demand, and collaborate on headcount decisions with leadership
• Serve as senior escalation point for complex deployments and ensure smooth handoffs
• Partner with Sales, Product, Support, Professional Services, and Account Management

Skills

Onboarding leadership

Team coaching

Project management

Cross-functional collaboration

Data-driven decision making

Capacity planning

Job description

Cloudbeds, a remote‑first hospitality software leader, seeks a Global Director of Mid‑Market Onboarding to scale onboarding for fast‑growing customers. Lead a distributed team through go‑live, adoption, and transition to Account Management, building scalable processes and measurement frameworks.

You will drive velocity and quality, align cross‑functional teams, and own capacity planning while maintaining exceptional customer experience in a global, remote environment.