Global Director – Mid-Market Onboarding

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

📋 Description

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

• Lead the team that assists mid-market customers from the moment they sign the contract through to go-live, adoption, and transition to Account Management.

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

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

• Establish expectations, performance standards, growth pathways, and foster a culture of accountability and continuous improvement.

• Manage end-to-end onboarding outcomes from the sales handoff to go-live, adoption, and transition to Account Management.

• Identify and rectify gaps in training quality, error detection, and deployment speed.

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

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

• Oversee 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 at-risk mid-market deployments.

• Collaborate with Account Management to ensure seamless and trust-preserving handoffs.

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

• Contribute to the overall strategy for serving mid-market and enterprise-adjacent clients.

⛳️ Requirements

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

• Experience in a hotel, hotel group, or a PMS or hospitality-tech company; OTA or travel-distribution experience alone is not sufficient.

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

• Established experience in people leadership — hiring, coaching, and developing customer-facing teams in a distributed, global context.

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

• Comprehensive understanding of hotel operations and the challenges of serving multi-property, mid-market hospitality clients.

• Ability to navigate seamlessly between strategy and execution.

• Proficient with KPIs, dashboards, and leveraging insights to inform decisions.

• Must currently be authorized to work in the location where the position is offered without requiring visa sponsorship.

• Fluency in Spanish or Portuguese at a business-professional level is a plus.

• Direct experience in onboarding or implementing clients at a hospitality SaaS or PMS company is an advantage.

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

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

• Background working with hotel management companies, small chains, or within the consulting ecosystem is advantageous.

🏝️ Benefits

• Remote First, Remote Always.

• PTO in accordance with local labor laws.

• Fully Paid Parental Leave.

• Home office stipend based on country of residence.

• Professional development courses available through Cloudbeds University.

• Access to professional development opportunities, including manager training, upskilling, and knowledge transfer.