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Cloudbeds

Cloudbeds is a quickly growing Software-as-a-Service (SaaS) company that provides exceptional software to the hospitality industry. Thousands of hotels, groups,

Global Director, Mid-Market Onboarding

Location

United States

Posted

2 days ago

Salary

$180K - $190K / year

Seniority

Lead

No structured requirement data.

Job Description

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. - Build the frameworks, standards, metrics, and team capability that make the onboarding experience world-class and repeatable at scale. - Inherit a team of dedicated ICs and leads that have been experimenting with new ways to support customers and improve their experience. - Get leadership in place and focus on customer experience while building project-management rigor for complex mid-market deployments. - Measure onboarding velocity, deployment quality, customer satisfaction, and long-term retention impact. 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 in a distributed, global environment. - Strong project-management foundation 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. - Data-driven: comfortable with KPIs, dashboards, and using insights to drive decisions. Requirements - Lead, coach, and develop the Mid-Market Onboarding team, setting clear expectations and performance standards. - Own end-to-end onboarding outcomes for mid-market customers from sales handoff through go-live and adoption. - Build standardized onboarding frameworks, SOPs, and configuration standards for complex deployments. - Establish and own the metrics that matter: onboarding velocity, deployment quality scores, and early-lifecycle retention. - Own capacity and staffing planning for the division, forecasting demand and balancing workload. - 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 - 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

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