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.
  • Personally oversee strategic accounts and multi-property implementations through go-live and handoff.
  • Own regional account intake, assignment, capacity planning, and exception handling.
  • Serve as the first escalation point for at-risk onboardings and reset recovery plans with customers.
  • Run kickoff preparation, call reviews, training, shadowing, and readiness certification for team members.
  • Track and improve time-to-live, deployment quality, onboarding CSAT, Hypercare outcomes, and early retention.
  • Partner with Sales, Account Management, Hypercare, Support, Professional Services, Product, and implementation partners.
  • Guide customers transitioning from other PMS platforms in redesigning workflows, reporting, and SOPs.
  • 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, or travel distribution experience alone does not qualify.
  • 2+ years managing customer-facing onboarding, implementation, professional services, or customer success teams, 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 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, with willingness to adopt AI tools.
  • Ability to remain calm, organized, and decisive in a fast-changing remote environment.
  • Experience with Oracle Opera or other enterprise hotel systems preferred.
  • Business-professional Spanish, PMP certification, partner experience, or familiarity with revenue management, guest experience, or hospitality payment systems 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 higher packages.
  • 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 sharing.

Interested in this position?

Apply directly on the company website

Apply Now

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