Remote opportunity at
CloudbedsMid-Market Onboarding Lead
Cloudbeds is seeking a Mid-Market Onboarding Lead to guide the North American onboarding operations for independent properties, resorts, and multi-property groups transitioning to its hospitality software…
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About This Role
Cloudbeds is seeking a Mid-Market Onboarding Lead to guide the North American onboarding operations for independent properties, resorts, and multi-property groups transitioning to its hospitality software platform. Operating remotely, this position combines direct team leadership with hands-on account management. The person in this role will lead a regional team of Onboarding Project Managers and Mid-Market Coaches, oversee intake and work distribution, resolve escalations, and manage a select portfolio of strategic…
Job Description
Cloudbeds is seeking a Mid-Market Onboarding Lead to guide the North American onboarding operations for independent properties, resorts, and multi-property groups transitioning to its hospitality software platform. Operating remotely, this position combines direct team leadership with hands-on account management. The person in this role will lead a regional team of Onboarding Project Managers and Mid-Market Coaches, oversee intake and work distribution, resolve escalations, and manage a select portfolio of strategic client accounts through go-live.
Founded in 2012, Cloudbeds provides a unified software platform that connects properties with various partners across 150 countries to help optimize operations and commercial strategies. The successful candidate will report to the Global Director of Mid-Market Onboarding, collaborating closely with sales, support, and product departments. Evaluated metrics for the position include deployment quality, onboarding CSAT, time-to-live, early-lifecycle retention, and team performance. Compensation for US-based hires ranges between $100,000 and $140,000 per year, though packages exceeding this level may be considered based on qualifications.
Responsibilities
- Manage, coach, and develop the North American onboarding team of Project Managers and Mid-Market Coaches through regular check-ins, performance tracking, and training
- Oversee regional account intake and assignment, matching incoming clients to appropriate team members based on capacity and project complexity
- Directly manage a small portfolio of strategic North American key accounts and multi-property groups through go-live and handoff
- Act as the primary escalation contact for at-risk accounts, resetting project plans and deciding when to involve professional services or partner consultants
- Monitor regional metrics regarding time-to-live, deployment quality, client satisfaction, and early retention using Salesforce and onboarding tools
- Collaborate with sales, account management, support, professional services, and product teams to bridge operational gaps and address recurring issues
- Guide clients migrating from other property management systems on restructuring their daily workflows, reporting, and standard operating procedures
Requirements
- At least 5 years of professional experience in hotel operations or hospitality technology within a hotel group, management company, or PMS software provider
- At least 2 years of direct management experience leading customer-facing personnel in onboarding, implementation, customer success, or professional services
- Hands-on background directing full-service hotel PMS implementations for 40+ room or multi-property locations from kickoff to go-live
- Thorough knowledge of North American hospitality operations including front office, reservations, distribution, revenue management, payments, and reporting
- Comfort utilizing CRM platforms like Salesforce along with data dashboards and AI administrative tools
- Current legal authorization to work in the designated job location without requiring visa sponsorship
Qualifications
- Prior implementation or operational background working with enterprise property management systems such as Oracle Opera
- Business-professional fluency in Spanish
- Holding a PMP or related project-management certification
- Experience engaging with hotel consultants, management companies, or reseller partners
- Familiarity with hospitality payments, guest experience solutions, and revenue management systems
Core Skills
Benefits
- Paid time off aligned with local labor regulations
- Fully paid parental leave
- Home office stipend determined by the employee's country of residence
- Professional development opportunities including manager training, skill enhancement, and Cloudbeds University courses
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, Cloudbeds operates as a completely remote team.
What is the salary range for this role?
Annual compensation for US-based candidates is between $100,000 and $140,000 USD, with higher packages considered based on experience and skills.
Does Cloudbeds provide visa sponsorship?
No, applicants must already be authorized to work in the job location without requiring visa sponsorship.
What employment type is this?
The posting specifies that this is a full-time position.
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