Global Director, Mid-Market Onboarding

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

📋 Description

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

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

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

• Lead, mentor, and develop the Mid-Market Onboarding team, which includes Onboarding Project Managers and senior coaches.

• Establish expectations, performance criteria, growth trajectories, accountability, and a culture of continuous improvement.

• Oversee full onboarding outcomes from sales handoff through to go-live, adoption, and transition to Account Management.

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

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

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

• Monitor the health of the portfolio and proactively address at-risk projects.

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

• Act as a senior escalation point for complicated or at-risk deployments.

• Collaborate with Account Management to ensure smooth, trust-preserving transitions.

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

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

⛳️ Requirements

• 7+ years of experience in hospitality or hospitality technology, with hands-on customer onboarding or implementation experience and team leadership.

• Background 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.

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

• Strong foundation in project management: scope, milestones, timelines, and risk mitigation applied to complex multi-stakeholder deployments.

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

• Ability to seamlessly transition between strategic planning and execution.

• Comfortable working with KPIs, dashboards, and utilizing insights to inform decisions.

• Proficiency in additional languages (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 in a scale-up stage company.

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

• Applicants must currently be authorized to work in the location of the position without requiring visa sponsorship.

🏝️ Benefits

• Remote First, Remote Always.

• PTO in accordance with local labor requirements.

• Fully Paid Parental Leave.

• Home office stipend based on country of residency.

• Professional development courses available through Cloudbeds University.

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