Onboarding Project Manager

Role Description

As an Onboarding Project Manager, you will lead complex onboarding projects for Cloudbeds’ mid-market customers, guiding them from contract signature through adoption and successful transition to Account Management at the time onboarding is completed. Acting as the strategic lead throughout the onboarding journey, you will partner cross-functionally with Onboarding, Account Management, Sales, Product, Support, and Professional Services teams to deliver a seamless implementation experience that drives customer confidence, platform adoption, and measurable business outcomes.

• Own and manage the end-to-end onboarding lifecycle for mid-market customers, from sales handoff through go-live, adoption, and transition to Account Management.
• Define project scope, timelines, milestones, and deliverables to ensure successful and timely implementations.
• Serve as the primary point of contact for onboarding mid-market customers, driving clear communication and stakeholder alignment throughout the project lifecycle.
• Lead customer meetings, including pre-kickoff, kickoff, project check-ins, and go-live milestones, while documenting action items and next steps.
• Proactively identify and manage risks, dependencies, and escalation points to maintain project momentum and customer satisfaction.
• Coordinate cross-functional collaboration across Sales, Onboarding, Product, Support, Professional Services, and Account Management teams.
• Monitor onboarding success metrics, customer adoption, training completion, and utilization milestones to support long-term customer success.

Qualifications

• Fluency in English, Portuguese, and Spanish at a business-professional level, both written and spoken.
• Minimum 4 years of experience in hotel operations or hotel management.
• At least 1 year of project management experience within a SaaS or customer-facing environment.
• Proven ability to manage multiple projects simultaneously while maintaining strong attention to detail and organization.
• Experience coordinating cross-functional stakeholders and driving projects through completion in a fast-paced environment.
• Strong communication, relationship management, and customer-facing presentation skills.
• Ability to proactively solve problems, manage ambiguity, and adapt quickly to changing customer and business needs.

Requirements

• At least 1 year of project management experience within a hospitality SaaS environment (bonus).
• Previous experience with customer implementation & onboarding at a hospitality SAAS company (bonus).
• Familiarity with Salesforce, Zendesk, Slack, or other customer operations tools (bonus).

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.