[Hiring] Global Director, Mid-Market Onboarding @Cloudbeds

Role Description

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.

Qualifications

• 7+ years in hospitality or hospitality technology, including hands-on customer onboarding or implementation experience and team leadership.
• 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 — you can design the framework and roll up your sleeves to implement it.
• Data-driven: comfortable with KPIs, dashboards, and using insights to drive decisions.

Requirements

• 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 and 25–100+ room deployments.
• Establish and own the metrics that matter: onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention.
• Own capacity and staffing planning for the division — forecasting demand, balancing workload across the team.
• 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.

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, upskilling, and knowledge transfer

Company Description

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process.