Global Director, Mid-Market Onboarding

About the role

As Global Director, Mid-Market Onboarding, you will own and scale the onboarding function for Cloudbeds' fastest-growing and most complex customer segment. You will lead a team responsible for guiding mid-market customers from contract signature through go-live, adoption, and transition to Account Management. Your role involves building frameworks, standards, and metrics to ensure a world-class, repeatable customer experience.

Responsibilities

• Lead, coach, and develop the Mid-Market Onboarding team including project managers and senior coaches.
• Own end-to-end onboarding outcomes from sales handoff through go-live and adoption.
• Build standardized onboarding frameworks, SOPs, and configuration standards for complex deployments.
• Establish and own metrics including onboarding velocity, deployment quality, and early-lifecycle retention.
• Own capacity and staffing planning, forecasting demand and balancing workload across the team.
• Serve as a senior escalation point for complex or at-risk deployments.
• Partner cross-functionally with Sales, Product, Support, and Account Management to bridge delivery and strategy.

Required skills

• Team leadership
• Customer onboarding
• Project management
• Hospitality operations
• SaaS implementation
• KPI management
• Strategic planning

Nice to have

• Spanish
• Portuguese
• Hospitality fintech
• Property management systems

Qualifications

• 7+ years in hospitality or hospitality technology
• Proven people-leadership experience in a distributed, global environment

Benefits

• Paid time off
• Monthly Wellness Fridays
• Full paid parental leave
• Home office stipend
• Professional development courses
• Manager training

About the Company

Cloudbeds is a hospitality software provider that powers properties across 150 countries with an intelligently designed platform. Founded in 2012, the company is a remote-first organization recognized as a top hotel PMS solutions provider and a Deloitte Technology Fast 500 company.