Remote Mid-Market Onboarding Lead – Hospitality

Cloudbeds; Washington (District of Columbia); Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Remote-first work culture

Flexible work arrangements

Professional development

Job summary

Cloudbeds is seeking a Mid-Market Onboarding Lead for North America to own onboarding for independent hotels, resorts, and multi-property groups moving to Cloudbeds. Lead the regional Onboarding Project Managers and Mid-Market Coaches from contract through go-live and handoff to Account Management, in a remote-first setup.

You will oversee a small portfolio of strategic accounts, drive time-to-live, deployment quality, and CSAT, and partner with Sales, Support, and Professional Services to

Qualifications

• 5+ years in hotel operations or hospitality technology
• 2+ years directly managing customer-facing team
• Hands-on experience leading multi-property PMS implementations
• Strong understanding of North American hotel operations: front office, reservations, distribution, revenue management, payments, and reporting
• PMP or similar project-management certification
• Experience with hotel management companies, hotel consultants, or reseller partners
• Familiarity with revenue management systems, guest experience tools, or hospitality payments
• Remote-first, capable of leading in fast-growing environments
• Spanish fluency at a business-professional level

Responsibilities

• Lead and develop the North America Onboarding team, including regional coaching and performance management
• Coach the team on kickoff prep, product limitations framing, and professional communication
• Oversee a portfolio of strategic North American accounts through go-live and handoff
• Manage region-wide intake and assignment of accounts to appropriate coaches
• Serve as escalation point for at-risk onboardings and reset plans with customers
• Ramp new hires with regional training and readiness certification
• Track regional metrics using dashboards and CRM to spot risks and improve outcomes
• Collaborate with Sales, Account Management, and Product to close gaps and drive successful implementations
• Translate customers' workflows into Cloudbeds solutions for long-term adoption
• Coordinate with third-party consultants and partners in implementations

Skills

Hotel operations

Hospitality technology

Leadership & coaching

Onboarding / implementation

Customer success

Project management

Spanish fluency

Remote leadership

Data-driven / dashboards

Sales collaboration

Tools

Salesforce

Oracle Opera

Onboarding tooling

Job description

Cloudbeds is seeking a Mid-Market Onboarding Lead for North America to own onboarding for independent hotels, resorts, and multi-property groups moving to Cloudbeds. Lead the regional Onboarding Project Managers and Mid-Market Coaches from contract through go-live and handoff to Account Management, in a remote-first setup.

You will oversee a small portfolio of strategic accounts, drive time-to-live, deployment quality, and CSAT, and partner with Sales, Support, and Professional Services to