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Mid-Market Onboarding Lead

1 day, 6 hours ago
North America
Full-time
Lead
Implementation Consultant
Project and Program Management
CRM Salesforce
Apply Now
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
View All Jobs 81

Description

  • Lead, coach, and develop North American Onboarding Project Managers and Mid-Market Coaches.
  • Oversee strategic accounts and serve as the senior onboarding contact through go-live and handoff.
  • Manage regional account intake, assignment, capacity, and workload balancing.
  • Act as the escalation point for at-risk onboardings and reset recovery plans.
  • Improve onboarding performance across time-to-live, deployment quality, CSAT, Hypercare, and early retention.
  • Partner with Sales, Account Management, Support, Professional Services, Product, and implementation partners.
  • Guide customers in redesigning workflows, reporting, and SOPs when migrating from other PMS platforms.
  • Run training, shadowing, readiness certification, hiring support, and performance management.
  • Use dashboards, Salesforce, AI, and automation to identify risk and reduce administrative work.

Requirements

  • 5+ years of experience in hotel operations or hospitality technology; OTA, GDS, and travel distribution experience alone does not qualify.
  • 2+ years managing customer-facing onboarding, implementation, professional services, or customer success teams.
  • Hands-on experience leading multi-property or 40+ room full-service hotel PMS implementations from kickoff 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 staff, including handling difficult conversations and resetting expectations.
  • Strong project-management skills across scope, milestones, risks, and multiple concurrent projects.
  • Experience using dashboards and Salesforce or a similar CRM; willingness to adopt AI tools.
  • Ability to work calmly and decisively in a fast-growing, remote-first environment.
  • Experience with Oracle Opera or other enterprise hotel systems is preferred.
  • Business-professional Spanish, PMP certification, partner experience, or familiarity with revenue management, guest experience, or hospitality payments is preferred.
  • Must be authorized to work in the position's location without visa sponsorship.

Benefits

  • Annual compensation of $100,000–$140,000 USD for US-based candidates, with flexibility for packages above the range.
  • 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 through Cloudbeds University, manager training, upskilling, and knowledge transfer.

Interested in this position?

Apply directly on the company website

Apply Now

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