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 operational excellence. Proficient in utilizing Salesforce and AI tools to enhance onboarding processes and improve customer satisfaction metrics.

Highest-signal resume keywords

Hotel Operations ManagementOnboarding Project ManagementSalesforce CRM ProficiencyTeam Leadership and CoachingConsultative Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

PMS ImplementationProject ManagementData AnalysisWorkflow RedesignPerformance Management

Soft Skills

Organizational SkillsDecisivenessCalm Under PressureConsultative Communication

Tools & Technologies

SalesforceAI ToolsDashboards

Certifications & Qualifications

PMP Certification

Industry Keywords

Hospitality TechnologyNorth American Hotel OperationsRevenue ManagementCustomer SuccessMulti-Property 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 expectations, conduct regular 1:1s, manage performance, and establish growth paths
Raise customer-facing quality through call reviews, kickoff preparation, and coaching
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
Diagnose issues, reset customer plans, and involve Professional Services, certified partners, or alternate owners when needed
Run regional training and shadowing, certify readiness, and help shape hiring profiles
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, and Product
Help customers switching from other PMS platforms redesign workflows, reporting, and SOPs for Cloudbeds
Coordinate with third-party consultants and implementation 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: scope, milestones, risks, and stakeholder communication across many 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 where priorities shift quickly
Currently authorized to work in the location where the position is located without requiring visa sponsorship
Optional: Experience implementing or operating Oracle Opera or similar enterprise systems
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