Remote Global Director, Mid-Market Onboarding

Cloudbeds; Philadelphia (Philadelphia County); Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Remote-first work

Home office stipend

Paid time off

Parental leave

Professional development

Job summary

Cloudbeds, a leading hospitality tech platform, is seeking a senior Onboarding leader for the Mid-Market team. You will guide onboarding programs, drive adoption, and ensure high-quality deployments across multi-property accounts.

You will lead a distributed team, partner with Sales, Product, and Support, and own the staffing and performance of onboarding initiatives. Remote, international scope with focus on customer success in hospitality SaaS.

Qualifications

• 7+ years in hospitality or hospitality technology, with onboarding or implementation leadership.
• Proven track record building onboarding/implementation functions and frameworks.
• Direct experience leading customer-facing teams in a distributed, global environment.

Responsibilities

• Lead, coach, and develop the Mid-Market Onboarding team including managers and senior coaches.
• Own end-to-end onboarding outcomes from sales handoff to go-live and adoption.
• Build standardized onboarding frameworks and SOPs for multi-property deployments.
• Define and monitor onboarding velocity, quality scores, CSAT/NPS, and early-retention metrics.
• Oversee capacity planning and staffing in the division, collaborating with leadership on headcount decisions.
• Serve as escalation point for complex deployments and coordinate with Account Management.
• Collaborate with Sales, Product, Support, Professional Services, and Account Management on delivery vs. sales.

Skills

Onboarding leadership

Mid-market onboarding

Project management

Team leadership

Data-driven decisions

Stakeholder management

Strategic execution

Hospitality tech experience

Remote collaboration

Spanish/Portuguese (business)

Tools

PMS software

Job description

Cloudbeds, a leading hospitality tech platform, is seeking a senior Onboarding leader for the Mid-Market team. You will guide onboarding programs, drive adoption, and ensure high-quality deployments across multi-property accounts.

You will lead a distributed team, partner with Sales, Product, and Support, and own the staffing and performance of onboarding initiatives. Remote, international scope with focus on customer success in hospitality SaaS.