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Global Director, Mid-Market Onboarding
Contract type
Ongoing
Work mode
Remote · Canada, Europe, USA
Experience
Senior · 7+ years
Job description
Global Director, Mid-Market Onboarding at Cloudbeds, owning and scaling the onboarding function for the company's fastest-growing and most complex customer segment. The role leads the team guiding mid-market customers from contract signature through go-live, adoption, and transition to Account Management.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Canada, Europe, USA
- Pay
- USD 180,000 – 190,000 / year
What you'll do
- Lead, coach, and develop the Mid-Market Onboarding team — including Onboarding Project Managers and senior coaches — setting clear expectations, performance standards, growth paths, and a culture of accountability and continuous improvement
- Own end-to-end onboarding outcomes for mid-market customers from sales handoff through go-live, adoption, and transition to Account Management — diagnosing and fixing execution gaps in training quality, error detection, and deployment velocity
- Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments that balance customization with scalability
- Establish and own the metrics that matter: onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention — monitoring portfolio health and intervening early on at-risk projects
- Own capacity and staffing planning for the division — forecasting demand, balancing workload across the team, and partnering with leadership on headcount decisions
- Serve as a senior escalation point for complex or at-risk mid-market deployments and partner with Account Management on clean, trust-preserving handoffs
- Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management — bridging what gets sold and what gets delivered, and contributing to the broader strategy for how Cloudbeds serves mid-market and enterprise-adjacent customers
What we're looking for
- 7+ years in hospitality or hospitality technology, including hands-on customer onboarding or implementation experience and team leadership (time at a hotel, hotel group, or a PMS or hospitality-tech company; OTA or travel-distribution experience on its own does not count)
- Track record of building or significantly improving onboarding and implementation functions and frameworks
- Proven people-leadership experience — hiring, coaching, and developing customer-facing teams in a distributed, global environment
- Strong project-management foundation: scope, milestones, timelines, and risk mitigation applied to complex multi-stakeholder deployments
- Deep understanding of hotel operations and the complexity of serving multi-property, mid-market hospitality customers
- Ability to move fluidly between strategy and execution — you can design the framework and roll up your sleeves to implement it
- Data-driven: comfortable with KPIs, dashboards, and using insights to drive decisions
Nice to have
- Additional language fluency (Spanish, Portuguese) at a business-professional level
- Direct experience onboarding or implementing customers at a hospitality SaaS or PMS company
- Familiarity with property management systems, payments, or hospitality fintech
- Experience building onboarding or implementation functions at a scale-up stage company
- Background working with hotel management companies, small chains, or the consultant ecosystem
Your team
Mid-Market Onboarding
Our team is passionate about delivering exceptional customer experiences and helping hoteliers succeed with Cloudbeds from day one. We build together with a test-and-learn mindset that encourages innovation, collaboration, and continuous improvement.
Benefits
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- Monthly Wellness Fridays - enjoy an extra long weekend every month
- Full Paid Parental Leave
- Home office stipend based on country of residency
- Professional development courses in Cloudbeds University
- Access to professional development, including manager training, upskilling and knowledge transfer
Apply
About Cloudbeds
The World's Best Hotel PMS Solutions Provider
Cloudbeds powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners.
Mission
We're not just building software, we're transforming hospitality.
Key facts
- 650+ employees
- 2012
- hospitality technology
- Powers properties across 150 countries
- Processes billions in bookings annually
- Integrates with hundreds of partners
- Named World's Best Hotel PMS Solutions Provider
- Landed on Deloitte's Technology Fast 500 in 2024
- 650+ employees across 40+ countries
- Team speaks 30+ languages
What they value
- Test-and-learn mindset
- Innovation
- Collaboration
- Continuous improvement
- Inclusion