Global Director, Mid-Market Onboarding

This is a fully remote position, open to applicants in Germany.

📋 Description

• Take ownership of and expand the onboarding process for Cloudbeds' most rapidly growing and intricate customer segment.

• Lead a team dedicated to guiding mid-market clients from the moment of contract signing through to go-live, adoption, and their transition to Account Management.

• Develop frameworks, standards, metrics, and team capabilities to create a world-class, scalable, repeatable onboarding experience.

• Mentor, coach, and advance the Mid-Market Onboarding team, which includes Onboarding Project Managers and senior coaches.

• Establish expectations, performance benchmarks, growth trajectories, and foster a culture of accountability and ongoing improvement.

• Oversee the complete onboarding results from sales handoff to go-live, adoption, and the transition to Account Management.

• Identify and rectify execution gaps related to training quality, error detection, and deployment speed.

• Create standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property deployments with 25–100+ rooms.

• Define and manage key metrics such as onboarding speed, deployment quality scores, training completion rates, CSAT/NPS, and early lifecycle retention.

• Assess portfolio health and proactively intervene in projects that are at risk.

• Manage capacity and staffing planning, forecast demand, balance workloads, and collaborate with leadership on headcount decisions.

• Act as a senior escalation point for complex or high-risk mid-market deployments.

• Collaborate with Account Management to ensure smooth, trust-building handoffs.

• Work cross-functionally with Sales, Product, Support, Professional Services, and Account Management.

• Contribute to the overall strategy for engaging mid-market and enterprise-adjacent customers.

⛳️ Requirements

• 7+ years of experience in hospitality or hospitality technology, including direct customer onboarding or implementation experience and team leadership.

• Experience must include time spent at a hotel, hotel group, or a PMS or hospitality technology company; OTA or travel-distribution experience alone does not suffice.

• Proven history of building or substantially enhancing onboarding and implementation functions and frameworks.

• Demonstrated experience in people leadership, including hiring, coaching, and developing customer-facing teams in a distributed, global environment.

• Strong project management skills: managing scope, milestones, timelines, and risk mitigation for complex multi-stakeholder deployments.

• In-depth knowledge of hotel operations and the intricacies of serving multi-property, mid-market hospitality clients.

• Ability to navigate between strategic planning and execution, designing frameworks and putting them into practice.

• Proficient with KPIs, dashboards, and leveraging insights to inform decision-making.

• Additional language proficiency in Spanish or Portuguese at a business-professional level is advantageous.

• Direct experience in onboarding or implementing customers at a hospitality SaaS or PMS company is a plus.

• Familiarity with property management systems, payment solutions, or hospitality fintech is beneficial.

• Experience in developing onboarding or implementation functions at a scale-up stage company is a plus.

• Background with hotel management firms, small chains, or the consulting ecosystem is considered a bonus.

• Applicants must currently be authorized to work in Germany without the need for visa sponsorship.

🏝️ Benefits

• Remote First, Remote Always.

• PTO in accordance with local labor laws.

• Fully Paid Parental Leave.

• Home office stipend based on the country of residency.

• Access to professional development courses through Cloudbeds University.

• Opportunities for professional growth, including manager training, upskilling, and knowledge transfer.