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

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Demonstrates expertise in leading and developing customer-facing teams within the hospitality technology sector, with a strong focus on onboarding project management and performance improvement. Proficient in managing multi-property hotel PMS implementations and utilizing data-driven insights to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

5+ Years In Hotel Operations2+ Years Managing Customer-Facing TeamsHands-On Experience With Multi-Property PMS ImplementationsStrong Understanding Of North American Hotel OperationsProficient With Salesforce And AI Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Onboarding Project ManagementPerformance ManagementMulti-Property PMS ImplementationData AnalysisProject ManagementCustomer SuccessWorkflow RedesignReportingSOP DevelopmentEscalation Management

Soft Skills

CoachingConsultative CommunicationOrganizational SkillsDecisivenessCalm Under Pressure

Tools & Technologies

SalesforceAI ToolsOnboarding ToolsDashboards

Industry Keywords

Hospitality TechnologyHotel OperationsFront OfficeReservationsDistributionRevenue ManagementPaymentsCustomer SatisfactionHypercareRemote Work

Tech Stack

Tools & technologies

Switching

About the role

Key responsibilities & impact

Lead, coach, and develop the North America team of Onboarding Project Managers and Mid-Market Coaches
Set expectations, conduct 1:1s, manage performance, and establish growth paths
Run call reviews and kickoff preparation; coach customer-facing quality and difficult conversations
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
Serve as the first escalation point for at-risk North American onboardings
Diagnose issues, reset customer plans, and engage Professional Services, partners, or alternate owners as needed
Train and certify new hires before they take live accounts
Track and improve time-to-live, deployment quality, onboarding CSAT, Hypercare outcomes, and early retention using Salesforce dashboards and onboarding tools
Partner with Sales, Account Management, Hypercare, Support, Professional Services, Product, consultants, and implementation partners
Help customers switching from other PMS platforms redesign workflows, reporting, and SOPs
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, dashboards, Salesforce or a similar CRM, 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

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
Reasonable accommodations in the hiring process and for essential job functions