Global Director – Mid-Market Onboarding

Cloudbeds

. Own and scale the onboarding function for Cloudbeds' fastest-growing and most complex customer segment .

Posted 11/3/2026full-timeRemote • SpainLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading onboarding functions for mid-market hospitality customers, focusing on building frameworks, metrics, and team capabilities to ensure a high-quality onboarding experience. Proficient in project management, customer engagement, and performance improvement within the hospitality technology sector.

Highest-signal resume keywords

Onboarding Function LeadershipProject ManagementHospitality Technology ExperienceTeam DevelopmentKPI Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Onboarding Framework DevelopmentImplementation ExperiencePerformance MetricsRisk MitigationCustomer TrainingMulti-Property DeploymentSOP CreationData AnalysisCapacity PlanningForecasting

Soft Skills

CoachingTeam LeadershipCommunicationProblem-SolvingAccountability

Tools & Technologies

Property Management SystemsHospitality SaaSDashboardsCustomer Satisfaction ToolsNPS Tracking

Industry Keywords

HospitalityMid-Market CustomersCustomer OnboardingImplementation FunctionsHotel OperationsTravel DistributionHospitality FintechConsultant EcosystemOTA ExperienceScale-Up Stage Companies

About the role

Key responsibilities & impact

Own and scale the onboarding function for Cloudbeds' fastest-growing and most complex customer segment
Lead the team responsible for guiding mid-market customers from contract signature through go-live, adoption, and transition to Account Management
Build frameworks, standards, metrics, and team capability for a world-class, repeatable onboarding experience
Lead, coach, and develop the Mid-Market Onboarding team, including Onboarding Project Managers and senior coaches
Set expectations, performance standards, growth paths, and a culture of accountability and continuous improvement
Own end-to-end onboarding outcomes from sales handoff through go-live, adoption, and transition to Account Management
Diagnose and fix 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
Establish and own metrics including onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention
Monitor portfolio health and intervene early on at-risk projects
Own capacity and staffing planning, forecast demand, balance workload, and partner with leadership on headcount decisions
Serve as a senior escalation point for complex or at-risk mid-market deployments
Partner with Account Management on clean, trust-preserving handoffs
Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management
Contribute to the broader strategy for serving mid-market and enterprise-adjacent customers

Requirements

What you’ll need

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
Comfortable with KPIs, dashboards, and using insights to drive decisions
Must be currently authorized to work in the location where the position is located without requiring visa sponsorship
Additional language fluency in Spanish or Portuguese at a business-professional level is a bonus
Direct experience onboarding or implementing customers at a hospitality SaaS or PMS company is a bonus
Familiarity with property management systems, payments, or hospitality fintech is a bonus
Experience building onboarding or implementation functions at a scale-up stage company is a bonus
Background working with hotel management companies, small chains, or the consultant ecosystem is a bonus

Benefits

Comp & perks

Remote First, Remote Always
PTO in accordance with local labor requirements
Fully 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