Global Director, Mid-Market Onboarding - remote job

Cloudbeds is hiring a Global Director, Mid-Market Onboarding - a lead role, which means responsibility for a team or a direction. The role sits in IT and programming and is fully remote. The company hires candidates based in Europe.

The employer published the pay: $180k - $190k a year. The advert sets no condition on working hours.

This vacancy passed an automated check: the list excludes any advert requiring a foreign work permit, visa sponsorship, a particular citizenship, or residence in a specific country.

What Makes Us Unique

At Cloudbeds, we're not just developing software; we're revolutionizing hospitality. Our thoughtfully crafted platform powers properties in over 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we assist hoteliers in transforming operations and enhancing their commercial strategies through a unified platform that integrates with numerous partners. And we do it all with a fully remote team. Imagine collaborating with global innovators to create AI-powered solutions that address hoteliers' biggest challenges. Since our establishment in 2012, we've earned the title of the World's Leading Hotel PMS Solutions Provider and were once again recognized by Deloitte's Technology Fast 500 in 2024, but we're only just beginning.

How You'll Make an Impact

As the Global Director of Mid-Market Onboarding, you'll oversee and expand the onboarding process for Cloudbeds' fastest-growing and most complex customer segment. Your role will involve leading the team responsible for guiding mid-market customers from contract signature to go-live, adoption, and a smooth transition to Account Management. You'll establish the frameworks, standards, metrics, and team capabilities that ensure this experience is of world-class quality and can be consistently replicated at scale.

You'll inherit a dedicated team that has been exploring new ways to support these customers and improve their onboarding experience. Your mission is to solidify leadership, focus intensely on customer experience, and build the project-management rigor required for complex mid-market deployments. Success will be measured by onboarding velocity, deployment quality, customer satisfaction, and the long-term retention impact of a robust start.

Our Onboarding Team

Our team is committed to delivering exceptional customer experiences and helping hoteliers thrive from the moment they join Cloudbeds. We foster a collaborative environment that encourages innovation, continuous improvement, and open communication. Every team member is valued and encouraged to share ideas and insights, contributing to our growth and success as individuals and as a group. Leaders who excel here are proactive communicators, collaborative problem-solvers, and genuine customer advocates who navigate complexity while building scalable systems and teams.

What You Bring to the Team

- Lead, coach, and develop the Mid-Market Onboarding team - including Onboarding Project Managers and senior coaches - by setting clear expectations, performance standards, and growth paths, and fostering a culture of accountability and continuous improvement. - Own end-to-end onboarding outcomes for mid-market customers from sales handoff through go-live, adoption, and transition to Account Management - by diagnosing and addressing execution gaps in training quality, error detection, and deployment velocity. - Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25-100+ room deployments, balancing customization with scalability. - Establish and own the metrics that matter - such as onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention - by monitoring portfolio health and intervening early on at-risk projects. - Own capacity and staffing planning for the division - by forecasting demand, balancing workload across the team, and collaborating with leadership on headcount decisions. - Serve as a senior escalation point for complex or at-risk mid-market deployments and work closely with Account Management to ensure clean, trust-preserving handoffs. - Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management - to bridge the gap between what gets sold and what gets delivered, and contribute to the broader strategy for serving mid-market and enterprise-adjacent customers.

What Sets You Up for Success

- 7+ years in hospitality or hospitality technology, including hands-on customer onboarding or implementation experience and team leadership (experience at a hotel, hotel group, or a PMS or hospitality-tech company; OTA or travel-distribution experience alone does not count). - 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.

Bonus Skills to Stand Out

- Additional language fluency (Spanish, Portuguese) at a business-professional level. - Direct experience onboarding or implementing customers at a hospitality SaaS or PMS company. - Familiarity with property management systems, payments, or hospitality fintech. - Experience building onboarding or implementation functions at a scale-up stage company. - Background working with hotel management companies, small chains, or the consultant ecosystem.

Compensation

Depending on your skills and experience, you can expect your annual compensation to be between $180,000 and $190,000 USD. Please note that we maintain high flexibility, and packages above this range will be considered. (The salary is only for US-based candidates).

#LI-SD1

What to Expect - Your Journey with Us

Behind Cloudbeds' groundbreaking technology is a team dedicated to redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to tackle challenges others haven't dared to face. Our diverse team speaks 30+ languages, but we all share a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold - we're coding it, designing it, writing it, and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.

Learn more online at [cloudbeds.com](http://cloudbeds.com)

Company Awards to Check Out!

- Best All-In-One Hotel Management System | HotelTechAwards (2025) - Overall 10 Best Places to Work | HotelTechAwards (2025) - Most Loved Workplace® Certified (2024) - Top 10 People’s Choice (2024) - Deloitte Technology Fast 500 (2024)

Discover Our Benefits

- Remote First, Remote Always - PTO in accordance with local labor requirements - Monthly Wellness Fridays - enjoy an extra long weekend every month - Full 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

Everyone is Welcome - A Culture of Inclusion

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), 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.