Global Director, Mid-Market Onboarding

Responsibilities

• Lead, coach, and develop the Mid-Market Onboarding team, including Project Managers and senior coaches, fostering a culture of accountability.
• Own end-to-end onboarding outcomes for mid-market customers, from sales handoff through go-live and transition to Account Management.
• Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property deployments.
• Establish and own key performance metrics, including onboarding velocity, deployment quality, CSAT/NPS, and early-lifecycle retention.
• Manage capacity and staffing planning by forecasting demand and partnering with leadership on headcount decisions.
• Serve as a senior escalation point for complex or at-risk mid-market deployments.
• Partner cross-functionally with Sales, Product, Support, and Account Management to align delivery with sales strategy.

Requirements

• 7+ years of experience in hospitality or hospitality technology, including hands-on customer onboarding or implementation.
• Proven people-leadership experience managing and developing customer-facing teams in a distributed, global environment.
• Strong project-management foundation with experience managing scope, milestones, and risk mitigation for complex deployments.
• Deep understanding of hotel operations and the complexities of serving multi-property, mid-market customers.
• Data-driven mindset with the ability to use KPIs and dashboards to drive strategic decisions.
• Ability to move fluidly between high-level strategy and hands-on execution.

Preferred Qualifications

• Direct experience implementing customers at a hospitality SaaS or PMS company.
• Experience building onboarding or implementation functions within a scale-up stage company.
• Business-professional fluency in Spanish or Portuguese.
• Familiarity with property management systems, payments, or hospitality fintech.
• Background working with hotel management companies or the consultant ecosystem.

Benefits

• Remote-first culture with a "Remote Always" approach.
• Monthly Wellness Fridays for extra long weekends.
• Full paid parental leave.
• Home office stipend based on country of residency.
• Access to professional development through Cloudbeds University.
• Paid time off in accordance with local labor requirements.

About the Company

Cloudbeds is a global hospitality technology company that powers properties in over 150 countries. Our intelligently designed platform helps hoteliers transform operations and uplevel their commercial strategy through a unified, AI-powered solution. We are a completely remote team of innovators dedicated to solving the biggest challenges in the trillion-dollar hospitality industry.