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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 customer 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 first escalation point for at-risk onboardings and reset recovery plans with customers.
  • Run regional training, shadowing, and readiness certification for new hires.
  • Monitor and improve time-to-live, deployment quality, onboarding CSAT, Hypercare outcomes, and early retention.
  • Partner with Sales, Account Management, Support, Professional Services, Product, and implementation partners.
  • Guide customers through workflow, reporting, SOP, and operational changes when migrating from other PMS platforms.
  • Use Salesforce, dashboards, AI, and automation to identify risks and reduce administrative work.

Requirements

  • 5+ years of experience in hotel operations or hospitality technology; OTA, GDS, and 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 from kickoff through go-live.
  • Strong understanding 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 concurrent stakeholders.
  • Experience using dashboards and Salesforce or a similar CRM, with willingness to adopt AI tools.
  • Ability to remain calm, organized, and decisive in a fast-changing remote-first environment.
  • Experience with Oracle Opera or other enterprise systems, Spanish fluency, PMP certification, partner experience, or knowledge of revenue-management, guest-experience, or hospitality-payment systems is preferred.
  • Current authorization to work in the position’s location without visa sponsorship is required.

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 according to local labor requirements.
  • Fully paid parental leave.
  • Home-office stipend based on country of residency.
  • Professional development through Cloudbeds University, manager training, upskilling, and knowledge-sharing programs.

Interested in this position?

Apply directly on the company website

Apply Now

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