Remote Mid-Market Onboarding Lead – NA

Cloudbeds; San Francisco (CA); Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Remote-first culture

Flexible work arrangements

Professional development

Job summary

Cloudbeds is seeking a Mid-Market Onboarding Lead for North America. You will head an onboarding team, oversee strategic accounts, and guide deployments from contract to go-live with a focus on quality and customer success.

You’ll coordinate with regional leads and cross-functional partners, leveraging data and AI to optimize time-to-live and CSAT while growing the team’s capabilities in a remote-first environment.

Qualifications

• 5+ years in hotel operations or hospitality tech.
• 2+ years directly managing onboarding/implementation teams.
• Hands-on experience with multi-property PMS implementations.
• Strong understanding of North American hotel operations.
• Consultative, hospitality-first communication with executives and staff.
• Project management discipline: scope, milestones, risks, stakeholder comms.
• Data-oriented with dashboards and CRM/AI tooling usage.
• Experience implementing or operating Oracle Opera.
• Spanish business proficiency.
• PMP or similar PM certification.
• Experience with hotel management companies or reseller partners.
• Familiarity with revenue management systems and hospitality payments.

Responsibilities

• Lead, coach, and develop the North America onboarding team with clear expectations and growth paths.
• Raise customer-facing quality through call reviews, kickoff prep, and coaching on communication.
• Oversee a portfolio of strategic North American accounts through go-live and handoff.
• Own regional account intake and assignment based on complexity and capacity.
• Be the first escalation point for at-risk onboarding; reset plans with customers.
• Ramp new hires via regional training and readiness certification.
• Improve regional metrics using dashboards and onboarding tooling.
• Collaborate with Sales, Account Management, and Product to close gaps and feed issues.

Skills

Hotel operations

Hospitality technology

Team leadership

Project management

Communication (consultative)

Data-driven decision making

Salesforce / CRM dashboards

Oracle Opera knowledge

Spanish language proficiency

PMP or PM certification

Enterprise systems experience

Revenue management systems familiarity

Education

Bachelor's degree or equivalent

Tools

Salesforce

Opera PMS

Job description

Cloudbeds is seeking a Mid-Market Onboarding Lead for North America. You will head an onboarding team, oversee strategic accounts, and guide deployments from contract to go-live with a focus on quality and customer success.

You’ll coordinate with regional leads and cross-functional partners, leveraging data and AI to optimize time-to-live and CSAT while growing the team’s capabilities in a remote-first environment.