Remote NA Mid-Market Onboarding Lead

Cloudbeds; Las Vegas (NV); Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Remote‑first culture

Home office stipend

PTO (local laws)

Fully Paid Parental Leave

Professional development

Job summary

Cloudbeds is seeking a Mid-Market Onboarding Lead for North America. You will head the onboarding team for independent hotels and multi-property groups, guiding projects from kickoff through to handoff.

In this player-coach role, you’ll oversee strategic accounts and directly manage critical onboarding efforts, aligning workflows with Cloudbeds’ platform capabilities. You’ll partner with regional leads and cross-functional teams, driving time-to-live, deployment quality, and CSAT while growing a

Qualifications

• 5+ years in hotel operations or hospitality technology.
• 2+ years directly managing customer-facing team members.
• Hands-on experience leading multi-property PMS implementations.
• Strong understanding of North American hotel operations.
• Spanish business proficiency.
• PMP or similar project-management certification.

Responsibilities

• Lead, coach, and develop the North America Onboarding team and regional coaches.
• Oversee a small portfolio of strategic North American accounts through go-live and handoff.
• Own account intake and assignment for the region, balancing workload.
• Serve as first escalation point for at-risk onboardings and reset plans with customers.
• Ramp new hires with regional training and shadowing; shape hiring profiles.
• Track regional performance using dashboards and CRM data to spot risks early.
• Collaborate with Sales, Hypercare, Support, and Product to close gaps and feed issues back to owners.
• Advise customers transitioning from other PMS platforms on redesigned workflows.

Skills

Team leadership

Onboarding

Project management

Executive communication

Customer coaching

Account management

Data-driven decision making

Sales collaboration

AI tooling familiarity

Operational excellence

Education

PMP certification

Tools

Salesforce

Oracle Opera

CRM tools

AI tooling

Job description

Cloudbeds is seeking a Mid-Market Onboarding Lead for North America. You will head the onboarding team for independent hotels and multi-property groups, guiding projects from kickoff through to handoff.

In this player-coach role, you’ll oversee strategic accounts and directly manage critical onboarding efforts, aligning workflows with Cloudbeds’ platform capabilities. You’ll partner with regional leads and cross-functional teams, driving time-to-live, deployment quality, and CSAT while growing a