Remote NA Mid-Market Onboarding Lead

Cloudbeds; Los Angeles (CA); Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Remote-first policy

PTO in accordance with local labor”“

Fully Paid Parental Leave

Home office stipend

Job summary

Cloudbeds is seeking a Mid-Market Onboarding Lead for North America to own the onboarding experience for independent hotels, resorts, and multi-property groups migrating to Cloudbeds. You will lead a regional team of Onboarding Project Managers and Mid-Market Coaches from contract to go-live, maintaining a consultative, hospitality-first approach.

You will oversee key accounts, drive time-to-live improvements, and collaborate with Sales, PM, and Support.

Qualifications

• 5+ years in hotel operations or hospitality technology (hotel, hotel group, or PMS/hospitality software).
• 2+ years directly managing customer-facing team members in onboarding/CS/PS.
• Hands-on experience leading multi-property PMS implementations from kickoff to go-live.
• Strong understanding of North American hotel operations: front office, reservations, distribution, revenue management, payments, reporting.

Responsibilities

• Lead, coach, and develop the North America onboarding team with clear expectations and growth paths.
• Oversee a small portfolio of strategic North American accounts through go-live and handoff.
• Own region onboarding intake and assignment to balance workload and capacity.
• Serve as escalation point for at-risk onboardings and reset plans with customers.
• Ramp new hires via regional training and shadowing; ensure readiness before live accounts.
• Track regional metrics (time-to-live, deployment quality, CSAT, retention) using dashboards.
• Collaborate with Sales, Account Management, and Support to close gaps and improve processes.
• Translate customers' workflows to Cloudbeds and guide SOP changes for successful adoption.

Skills

Hotel operations

Team leadership

Onboarding

Project management

Customer success

Sales collaboration

Tools

Salesforce

Job description

Cloudbeds is seeking a Mid-Market Onboarding Lead for North America to own the onboarding experience for independent hotels, resorts, and multi-property groups migrating to Cloudbeds. You will lead a regional team of Onboarding Project Managers and Mid-Market Coaches from contract to go-live, maintaining a consultative, hospitality-first approach.

You will oversee key accounts, drive time-to-live improvements, and collaborate with Sales, PM, and Support.