Global Director, Mid-Market Onboarding
Core
Own and scale the onboarding function for Cloudbeds' mid-market hotel customers, guiding them from contract signature through go-live, adoption, and transition to Account Management.
Role type
Senior leadership, customer success operations (onboarding)
Builds
Standardized onboarding frameworks, SOPs, and deployment processes for multi-property hotel groups
Domain
Hospitality technology (SaaS/PMS)
Required skills
Team leadership, project management, hospitality operations knowledge, data-driven decision making, cross-functional partnership, capacity planning, customer experience design
Preferred skills
Spanish or Portuguese fluency, hospitality SaaS/PMS implementation experience, scale-up company background, hotel management company experience
Technologies
Property management systems (PMS), hospitality fintech
Responsibilities
Lead, coach, and develop the Mid-Market Onboarding team; Own end-to-end onboarding outcomes for mid-market customers; Build standardized onboarding frameworks and configuration standards; Establish and monitor key metrics (velocity, quality, CSAT, retention); Own capacity and staffing planning; Serve as senior escalation point for complex deployments; Partner cross-functionally with Sales, Product, Support, and Account Management
Seniority
Director, strategic leadership with hands-on execution