[Hiring] Mid-Market Onboarding Lead @Cloudbeds

Role Description

As Mid-Market Onboarding Lead for North America, you'll own the onboarding experience for our most important growth market: independent hotels, resorts, and multi-property groups moving to Cloudbeds, often from enterprise systems like Opera.

• Lead the regional team of Onboarding Project Managers and Mid-Market Coaches.
• Oversee a small set of our most strategic North American accounts.
• Set consultative kickoffs, clear expectations, and guidance on workflows and SOPs.
• Report to the Global Director of Mid-Market Onboarding.
• Measure performance on time-to-live, deployment quality, onboarding CSAT, early-lifecycle retention, and team readiness.

Qualifications

• 5+ years in hotel operations or hospitality technology.
• 2+ years directly managing customer-facing team members.
• Hands-on experience leading multi-property or 40+ room full-service hotel PMS implementations.
• Strong understanding of North American hotel operations.
• Consultative, hospitality-first communication style.
• Project-management discipline.
• Comfortable with data and tooling.
• Calm, organized, and decisive in a fast-growing environment.

Requirements

• Lead, coach, and develop the North America team of Onboarding Project Managers and Mid-Market Coaches.
• Raise the bar on customer-facing quality through call reviews and coaching.
• Personally oversee a small portfolio of strategic North American key accounts.
• Own account intake and assignment for the region.
• Act as the first escalation point for at-risk North American onboardings.
• Ramp new hires quickly through training and certification.
• Track and improve regional performance using Salesforce dashboards.
• Partner closely with North American Sales leadership and other departments.
• Bring consultative depth to customers switching from other PMS platforms.
• Coordinate with third-party consultants and partners.
• Take on the day-to-day leadership load for the team.
• Use AI and automation to cut administrative work.

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 in Cloudbeds University.
• Access to professional development, including manager training and upskilling.

Company Description

Cloudbeds is not just building software; we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. We help hoteliers transform operations and uplevel their commercial strategy through a unified platform.

• Winner – Hotel Management Software | HotelTechAwards (2026).
• Overall 10 Best Places to Work | HotelTechAwards (2026).
• Overall Top 10 Hotelier's Choice | HotelTechAwards (2026).
• Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026).
• Most Loved Workplace® Certified (2024).
• Deloitte Technology Fast 500 (2024).