Mid-Market Onboarding Lead

1 week, 3 days ago
Full-time
Lead
Project and Program Management
Cloudbeds

Cloudbeds

Cloudbeds provides a top-rated hospitality management system for hotels and properties worldwide, offering seamless operations, revenue optimization, and online booking capabilities to enhance guest experiences and drive revenue growth.

Internet Software & Services
251-1K
Founded 2012
$248M raised

Description

  • Lead, coach, and develop North American Onboarding Project Managers and Mid-Market Coaches.
  • Oversee strategic accounts from kickoff through go-live, Hypercare, and handoff to Account Management.
  • Manage regional account intake, assignment, capacity, and workload balancing.
  • Serve as the escalation point for at-risk onboardings and reset recovery plans with customers.
  • Improve kickoff quality, customer communication, expectation-setting, and difficult-conversation practices.
  • Train, shadow, and certify new hires while supporting hiring-profile development.
  • Track and improve time-to-live, deployment quality, onboarding CSAT, Hypercare outcomes, and early retention.
  • Partner with Sales, Account Management, Support, Professional Services, Product, and external implementation partners.
  • Help customers redesign workflows, reporting, and SOPs when migrating from other PMS platforms.
  • Use Salesforce, onboarding tools, AI, and automation to identify risks and reduce administrative work.

Requirements

  • 5+ years of experience in hotel operations or hospitality technology; OTA, GDS, or travel-distribution-only experience does not qualify.
  • 2+ years managing customer-facing teams in onboarding, implementation, professional services, or customer success, including hiring and performance management.
  • Hands-on experience leading multi-property or 40+ room full-service hotel PMS implementations through go-live.
  • Strong knowledge of North American hotel operations, including front office, reservations, distribution, revenue management, payments, and reporting.
  • Consultative communication skills with executives and frontline hotel staff, including the ability to deliver difficult news and reset expectations.
  • Strong project-management skills across scope, milestones, risks, and concurrent stakeholders.
  • Experience using dashboards and Salesforce or a similar CRM; willingness to adopt AI tools.
  • Ability to remain calm, organized, and decisive in a fast-changing remote-first environment.
  • Enterprise PMS experience, such as Oracle Opera, is preferred.
  • Business-professional Spanish, PMP or similar certification, partner experience, and familiarity with revenue management, guest-experience, or hospitality-payment systems are preferred.
  • Must be authorized to work in the position’s location without visa sponsorship.

Benefits

  • Remote-first, remote-always work environment.
  • PTO in accordance with local labor requirements.
  • Fully paid parental leave.
  • Home-office stipend based on country of residence.
  • Professional development courses through Cloudbeds University.
  • Manager training, upskilling, and knowledge-transfer opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Senior Director, Care Operational Excellence

Toast 1K-5K Hotels, Restaurants & Leisure

Toast is seeking a Senior Director of Customer Care Operational Excellence to lead and continuously improve the people, processes, systems, data, and AI capabilities powering support for SMB through Enterprise customers.

CRM
4 hours, 49 minutes ago

Field Reimbursement Manager-Great Lakes

bridgebiowp 251-1K Pharmaceuticals

BridgeBio is hiring a Field Reimbursement Manager–Rare Disease at the Associate Director level to lead regional reimbursement strategy and coordinate compliant patient access support across its rare disease portfolio.

HIPAA
5 hours, 4 minutes ago

PSC Manager - Olympia, WA

Natera 1K-5K Pharmaceuticals

Natera is seeking a Phlebotomist and patient service center operations manager in Olympia, WA, responsible for collecting and processing blood specimens while overseeing local phlebotomy operations and supporting patient volume growth.

HIPAA
5 hours, 49 minutes ago

Manager, Claims Vendor Management

Pie Insurance 251-1K Insurance

Pie Insurance is seeking a Manager, Claims Vendor Management to oversee strategic claims and managed care vendor relationships, optimize contracts and costs, and improve vendor performance and compliance across the Claims organization.

1 day, 4 hours ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers