Remote NA Mid-Market Onboarding Lead

Cloudbeds

San Diego (CA)

Remote

USD 100,000 - 140,000

Full time

2 days ago

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Benefits offered by this job

Remote-first team

Home office stipend

Flexible compensation

Fully Paid Parental Leave

Professional development

Job summary

Cloudbeds is hiring a Mid-Market Onboarding Lead for North America. You will lead a regional team of Onboarding Project Managers and Mid-Market Coaches, overseeing go-live, Hypercare, and handoff to Account Management.

This is a player-coach role, with hands-on involvement in strategic NA accounts and a focus on consultative onboarding in a remote-first setup. You bring 5+ years in hotel operations or hospitality technology and 2+ years of leading customer-facing teams, plus strong North

Qualifications

5+ years in hotel operations or hospitality technology.
2+ years directly managing customer-facing team members.
Hands-on experience leading multi-property or 40+ room 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 implementing or operating enterprise systems such as Oracle Opera.

Responsibilities

Lead, coach, and develop the North America onboarding team with clear expectations and growth paths.
Oversee senior onboarding contacts for strategic accounts through go-live and handoff.
Own account intake and assignment, balancing workload and capacity.
Act as first escalation point for at-risk onboardings and reset plans with customers.
Ramp new hires quickly through regional training and shadowing.
Track regional performance using dashboards and Salesforce tooling to spot risk.
Coordinate with Sales, Account Management, and Product to close gaps and feed feedback.
Develop consultative depth for customers switching from other PMS platforms.