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 the team responsible for guiding mid-market customers from contract signature through go-live, adoption, and transition to Account Management. You will build the frameworks, standards, metrics, and team capability to ensure a world-class, repeatable experience at scale.

Responsibilities

• Lead, coach, and develop the Mid-Market Onboarding team including Onboarding Project Managers and senior coaches.
• Own end-to-end onboarding outcomes for mid-market customers from sales handoff through go-live, adoption, and transition to Account Management.
• Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property deployments.
• Establish and own metrics including onboarding velocity, deployment quality, training completion, CSAT/NPS, and early-lifecycle retention.
• Own capacity and staffing planning for the division including forecasting demand and balancing workload.
• Serve as a senior escalation point for complex or at-risk mid-market deployments.
• Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management.

Required skills

• Onboarding
• Team leadership
• Project management
• Hospitality operations
• Data-driven decision making

Nice to have

• Spanish
• Portuguese
• Hospitality SaaS
• Property management systems
• Hospitality fintech

Qualifications

• 7+ years in hospitality or hospitality technology including hands-on customer onboarding or implementation experience and team leadership

Benefits

• PTO
• Fully Paid Parental Leave
• Home office stipend
• Professional development courses
• Manager training

About the Company

Cloudbeds is a hospitality software company that powers hotels across 150 countries with a unified platform that integrates with hundreds of partners. Founded in 2012, the company is a remote-first organization recognized for excellence in hotel management software.