Global Director, Mid-Market Onboarding - Cloudbeds

About Cloudbeds

At Cloudbeds, we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team.

How You'll Make an Impact

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

You'll inherit a team of dedicated ICs and leads that have been experimenting with new ways to support these customers and improve their experience. Your charter is to get leadership in place and be maniacal about customer experience while building the project-management rigor that complex mid-market deployments demand. You'll be measured on onboarding velocity, deployment quality, customer satisfaction, and the long-term retention impact of a strong start.

Responsibilities

• Lead, coach, and develop the Mid-Market Onboarding team — including Onboarding Project Managers and senior coaches — setting clear expectations, performance standards, growth paths, and a culture of accountability and continuous improvement.
• Own end-to-end onboarding outcomes for mid-market customers from sales handoff through go-live, adoption, and transition to Account Management — diagnosing and fixing execution gaps in training quality, error detection, and deployment velocity.
• Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments that balance customization with scalability.
• Establish and own key metrics: onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention — monitoring portfolio health and intervening early on at-risk projects.
• Own capacity and staffing planning for the division — forecasting demand, balancing workload across the team, and partnering with leadership on headcount decisions.
• Serve as a senior escalation point for complex or at-risk mid-market deployments and partner with Account Management on clean, trust-preserving handoffs.
• Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management — bridging what gets sold and what gets delivered, and contributing to the broader strategy for serving mid-market and enterprise-adjacent customers.

Qualifications

• 7+ years in hospitality or hospitality technology, including hands-on customer onboarding or implementation experience and team leadership (experience at a hotel, hotel group, PMS, or hospitality-tech company; OTA or travel-distribution experience alone does not qualify).
• Track record of building or significantly improving onboarding and implementation functions and frameworks.
• Proven people-leadership experience — hiring, coaching, and developing customer-facing teams in a distributed, global environment.
• Strong project-management foundation: scope, milestones, timelines, and risk mitigation applied to complex multi-stakeholder deployments.
• Deep understanding of hotel operations and the complexity of serving multi-property, mid-market hospitality customers.
• Ability to move fluidly between strategy and execution.
• Data-driven mindset: comfortable with KPIs, dashboards, and using insights to drive operational decisions.
• Must be authorized to work in Europe without visa sponsorship.

Bonus Qualifications

• Additional language fluency (Spanish, Portuguese) at a business-professional level.
• Direct experience onboarding or implementing customers at a hospitality SaaS or PMS company.
• Familiarity with property management systems, payments, or hospitality fintech.
• Experience building onboarding or implementation functions at a scale-up stage company.
• Background working with hotel management companies, small chains, or the hospitality consultant ecosystem.

Benefits

• 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 via Cloudbeds University
• Access to continuous learning, manager training, and upskilling programs