Onboarding Project Manager

About the role

The Onboarding Project Manager will lead complex onboarding projects for mid-market customers, guiding them from contract signature through adoption and transition to Account Management. This role acts as the strategic lead, partnering cross-functionally to deliver a seamless implementation experience that drives customer confidence and measurable business outcomes. The position combines project management, relationship management, and hospitality expertise within a fast-paced SaaS environment.

Responsibilities

• Own and manage the end-to-end onboarding lifecycle for mid-market customers, from sales handoff through go-live, adoption, and transition to Account Management
• Define project scope, timelines, milestones, and deliverables to ensure successful and timely implementations
• Serve as the primary point of contact for onboarding mid-market customers, driving clear communication and stakeholder alignment throughout the project lifecycle
• Lead customer meetings, including pre-kickoff, kickoff, project check-ins, and go-live milestones, while documenting action items and next steps
• Proactively identify and manage risks, dependencies, and escalation points to maintain project momentum and customer satisfaction
• Coordinate cross-functional collaboration across Sales, Onboarding, Product, Support, Professional Services, and Account Management teams
• Monitor onboarding success metrics, customer adoption, training completion, and utilization milestones to support long-term customer success

Required skills

• Project management
• SaaS
• Customer-facing
• Stakeholder management
• English
• Portuguese
• Spanish

Nice to have

• Hospitality SaaS
• Customer implementation
• Salesforce
• Zendesk
• Slack

Qualifications

• Minimum 4 years of experience in hotel operations or hotel management
• At least 1 year of project management experience within a SaaS or customer-facing environment

Benefits

• PTO
• Monthly Wellness Fridays
• Full Paid Parental Leave
• Home office stipend
• Professional development courses
• Manager training

About the Company

Cloudbeds is a provider of hotel PMS solutions that powers properties across 150 countries. Founded in 2012, the company operates with a completely remote team and has been recognized as a Deloitte Technology Fast 500 company.