Cloudbeds

3 weeks ago

Global Director, Mid-Market Onboarding

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Own and scale the mid-market onboarding function, leading customers from contract signature through go-live, adoption, and a clean transition to Account Management. Build repeatable onboarding frameworks, standards, SOPs, and configuration practices for complex multi-property deployments. Lead and develop a distributed onboarding team, define success metrics (velocity, quality, CSAT/NPS, retention), manage capacity and staffing, and serve as a senior escalation point for at-risk implementations.

Location: Canada

Workplace: Remote

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Lead, coach, and develop the Mid-Market Onboarding team, including Onboarding Project Managers and senior coaches, with clear expectations and performance standards.
•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 (25–100+ rooms).
•Establish and manage onboarding metrics including velocity, deployment quality, training completion, CSAT/NPS, and early-lifecycle retention; intervene early on at-risk projects.
•Own capacity and staffing planning by forecasting demand, balancing workload, and partnering with leadership on headcount decisions.

Pay and Benefits

Salary: USD 180,000 - 190,000 annually

Perks:Remote WorkPaid LeaveParental LeaveHome OfficeLearning Budget

Key Requirements

•7+ years in hospitality or hospitality technology with hands-on customer onboarding or implementation experience and team leadership.
•Track record building or significantly improving onboarding and implementation functions and frameworks.
•Proven people-leadership experience, including hiring, coaching, and developing customer-facing teams in a distributed global environment.
•Strong project-management foundation for complex, multi-stakeholder deployments with scope, milestones, timelines, and risk mitigation.
•Data-driven approach with comfort using KPIs, dashboards, and insights to drive decisions.

Experience:7+ yearsHospitalityHospitality technology

Skills:LeadershipCoachingAccountabilityCollaborative problem-solvingCustomer advocacy

Languages:SpanishPortuguese

Company Brief

Cloudbeds

Provides a cloud-based hospitality management platform including property management, booking engine, channel management, and revenue management tools to hotels, hostels, and vacation rentals worldwide.

Industry: Hospitality

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series C

Headquarters: San Diego, United States

Founded: 2012

Glassdoor: 4.0

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Cloudbeds

3 weeks ago

Global Director, Mid-Market Onboarding

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: Canada

Workplace: Remote

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Lead, coach, and develop the Mid-Market Onboarding team, including Onboarding Project Managers and senior coaches, with clear expectations and performance standards.
•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 (25–100+ rooms).
•Establish and manage onboarding metrics including velocity, deployment quality, training completion, CSAT/NPS, and early-lifecycle retention; intervene early on at-risk projects.
•Own capacity and staffing planning by forecasting demand, balancing workload, and partnering with leadership on headcount decisions.

Pay and Benefits

Salary: USD 180,000 - 190,000 annually

Perks:Remote WorkPaid LeaveParental LeaveHome OfficeLearning Budget

Key Requirements

•7+ years in hospitality or hospitality technology with hands-on customer onboarding or implementation experience and team leadership.
•Track record building or significantly improving onboarding and implementation functions and frameworks.
•Proven people-leadership experience, including hiring, coaching, and developing customer-facing teams in a distributed global environment.
•Strong project-management foundation for complex, multi-stakeholder deployments with scope, milestones, timelines, and risk mitigation.
•Data-driven approach with comfort using KPIs, dashboards, and insights to drive decisions.

Experience:7+ yearsHospitalityHospitality technology

Skills:LeadershipCoachingAccountabilityCollaborative problem-solvingCustomer advocacy

Languages:SpanishPortuguese

Company Brief

Cloudbeds

Industry: Hospitality

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series C

Headquarters: San Diego, United States

Founded: 2012

Glassdoor: 4.0

Website LinkedIn