Global Director, Mid-Market Onboarding

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. You'll build the frameworks, standards, metrics, and team capability that make that experience world-class and repeatable at scale.

• Inherit a team of dedicated ICs and leads that have been experimenting with new ways to support these customers and improve their experience.
• Get leadership in place and focus on customer experience while building the project-management rigor that complex mid-market deployments demand.
• Be measured on onboarding velocity, deployment quality, customer satisfaction, and the long-term retention impact of a strong start.

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 — 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.
• Data-driven: comfortable with KPIs, dashboards, and using insights to drive decisions.

Requirements

• Lead, coach, and develop the Mid-Market Onboarding team — including Onboarding Project Managers and senior coaches.
• Own end-to-end onboarding outcomes for mid-market customers from sales handoff through go-live, adoption, and transition to Account Management.
• Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments.
• Establish and own the metrics that matter: onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention.
• Own capacity and staffing planning for the division — forecasting demand, balancing workload across the team.
• 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.