Global Director, Mid-Market Onboarding

Cloudbeds
Canada
Workplace: RemoteFull timeUSD 180,000 - 190,000 annuallyFunction: Executive & General ManagementExperience: 7+ yearsSkills: ["Leadership","Coaching","Accountability","Collaborative problem-solving","Customer advocacy"]

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.

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FursaFursa
Cloudbeds
Cloudbeds
2 months ago

Global Director, Mid-Market Onboarding

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Last checked: 16 minutes 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
Glassdoor: 4.0
WebsiteLinkedIn