Global Director, Mid-Market Onboarding

Cloudbeds

. Lead, coach, and develop the Mid-Market Onboarding team, including Onboarding Project Managers and senior coaches .

Posted 11/3/2026full-timeRemote • United StatesLead💰 $160,000 - $190,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing onboarding teams within the hospitality sector, focusing on building standardized frameworks and metrics to enhance onboarding outcomes. Proficient in project management and capable of navigating complex multi-stakeholder deployments while leveraging data-driven insights for decision-making.

Highest-signal resume keywords

Team LeadershipOnboarding Framework DevelopmentProject ManagementHospitality Operations KnowledgeKPI Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

OnboardingImplementationProject ManagementMetrics AnalysisRisk MitigationSOP DevelopmentTraining Quality ImprovementDeployment Velocity OptimizationCustomer Success ManagementMulti-Property Management

Soft Skills

CoachingCollaborationCommunicationProblem-SolvingStrategic Thinking

Tools & Technologies

Property Management SystemsHospitality SaaSDashboardsCustomer Satisfaction ToolsNPS Tools

Industry Keywords

Hospitality TechnologyMid-Market CustomersCustomer OnboardingImplementation FunctionsHotel Management Companies

About the role

Key responsibilities & impact

Lead, coach, and develop the Mid-Market Onboarding team, including Onboarding Project Managers and senior coaches
Own end-to-end onboarding outcomes from sales handoff through go-live, adoption, and transition to Account Management
Diagnose and fix 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
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
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
Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship
Spanish or Portuguese fluency at a business-professional level is a bonus skill
Direct experience onboarding or implementing customers at a hospitality SaaS or PMS company is a bonus skill
Familiarity with property management systems, payments, or hospitality fintech is a bonus skill
Experience building onboarding or implementation functions at a scale-up stage company is a bonus skill
Background working with hotel management companies, small chains, or the consultant ecosystem is a bonus skill

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