Mid-Market Onboarding Lead

Cloudbeds

. Lead, coach, and develop the North America team of Onboarding Project Managers and Mid-Market Coaches .

Posted 11/3/2026full-timeRemote • United StatesSenior💰 $100,000 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading onboarding project management teams within the hospitality technology sector, focusing on customer success, operational efficiency, and strategic account management. Proficient in utilizing Salesforce and AI tools to enhance onboarding processes and improve customer satisfaction metrics.

Highest-signal resume keywords

Hotel Operations ManagementOnboarding Project ManagementCustomer Success LeadershipSalesforce ProficiencyPMP Certification

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Onboarding ImplementationProject ManagementData AnalysisWorkflow RedesignPerformance Management

Soft Skills

Consultative CommunicationOrganizational SkillsDecisivenessCoachingTeam Leadership

Tools & Technologies

SalesforceAI ToolsDashboardsHospitality Payments SystemsOracle Opera

Certifications & Qualifications

PMP Certification

Industry Keywords

Hospitality TechnologyNorth American Hotel OperationsMulti-Property ManagementCustomer SatisfactionRevenue Management

Tech Stack

Tools & technologies

OraclePMPSwitching

About the role

Key responsibilities & impact

Lead, coach, and develop the North America team of Onboarding Project Managers and Mid-Market Coaches
Set customer-facing quality standards through call reviews and kickoff preparation
Personally oversee strategic North American key accounts and multi-property groups through go-live and handoff
Own regional account intake and assignment based on complexity and capacity
Act as the first escalation point for at-risk North American onboardings
Ramp new hires through regional training, shadowing, and readiness certification
Track and improve time-to-live, deployment quality, onboarding CSAT, Hypercare outcomes, and early retention using Salesforce dashboards and onboarding tooling
Partner with Sales, Account Management, Hypercare, Support, Professional Services, and Product on handoffs, customer issues, and recurring problems
Help customers switching from other PMS platforms redesign workflows, reporting, and SOPs for Cloudbeds
Coordinate with third-party implementation consultants and partners
Handle team questions, case investigations, and call coverage
Use AI and automation to reduce administrative work

Requirements

What you’ll need

5+ years in hotel operations or hospitality technology; experience limited to OTAs, GDS, or travel distribution does not meet this requirement
2+ years directly managing customer-facing team members in onboarding, implementation, professional services, or customer success, including hiring, coaching, and performance management
Hands-on experience leading multi-property or 40+ room full-service hotel PMS implementations, from kickoff through go-live
Strong understanding of North American hotel operations: front office, reservations, distribution, revenue management, payments, and reporting
Consultative, hospitality-first communication style with executives and front-line staff
Project-management discipline covering scope, milestones, risks, and stakeholder communication across concurrent projects
Comfortable with data and tooling, including Salesforce or a similar CRM, dashboards, and AI tools
Calm, organized, and decisive in a fast-growing, remote-first environment
Currently authorized to work in the location where the position is located without requiring visa sponsorship
Optional: Experience implementing or operating Oracle Opera
Optional: Spanish fluency at a business-professional level
Optional: PMP or similar project-management certification
Optional: Experience with hotel management companies, hotel consultants, or reseller partners
Optional: Familiarity with revenue management systems, guest experience tools, or hospitality payments

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