Mid-Market Onboarding Lead

𝗛𝗼𝘄 𝗬𝗼𝘂'𝗹𝗹 𝗠𝗮𝗸𝗲 𝗮𝗻 𝗜𝗺𝗽𝗮𝗰𝘁:

As Mid-Market Onboarding Lead for North America, you'll own the onboarding experience for our most important growth market: independent hotels, resorts, and multi-property groups moving to Cloudbeds, often from enterprise systems like Opera. You'll lead the regional team of Onboarding Project Managers and Mid-Market Coaches who take these customers from signed contract through kickoff, go-live, Hypercare, and a clean handoff to Account Management.

This is a player-coach role. You'll build and run the team, and you'll also stay close to the work, personally overseeing a small set of our most strategic North American accounts and stepping in when a project is at risk. Our mid-market customers expect a partner who understands their operation, not just our software. You'll set that standard: consultative kickoffs, clear expectations, and guidance on how their workflows and SOPs should change, not only which buttons to click.

You'll report to the Global Director of Mid-Market Onboarding and work alongside regional leads in LATAM, EMEA, and APAC. You'll be measured on time-to-live, deployment quality, onboarding CSAT, early-lifecycle retention, and the strength and readiness of your team.

𝗢𝘂𝗿 𝗠𝗶𝗱-𝗠𝗮𝗿𝗸𝗲𝘁 𝗢𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 𝗧𝗲𝗮𝗺:

Our Mid-Market Onboarding team is a global group of former hoteliers, project managers, and implementation specialists. We're purpose-built for complex customers: coaches carry fewer accounts so they can go deeper, every project has structure, and the first days after go-live are covered by a dedicated Hypercare phase. We test and learn constantly, use AI and automation to strip out admin work, and save our time for what matters most: building trust and helping hoteliers run a better operation from day one. Our principle: standardize the repeatable, personalize the meaningful.

𝗪𝗵𝗮𝘁 𝗬𝗼𝘂 𝗕𝗿𝗶𝗻𝗴 𝘁𝗼 𝘁𝗵𝗲 𝗧𝗲𝗮𝗺:

• Lead, coach, and develop the North America team of Onboarding Project Managers and Mid-Market Coaches, including team members based in Latin America who serve North American customers, with clear expectations, regular 1:1s, performance management, and growth paths
• Raise the bar on customer-facing quality: run call reviews and kickoff prep, and coach the team on tone, how to frame product limitations, and when and how to have hard conversations, so that kickoffs build confidence instead of creating escalations
• Personally oversee a small portfolio of strategic North American key accounts and multi-property groups, serving as their senior onboarding contact and staying involved through go-live and handoff
• Own account intake and assignment for the region: review key-account and exception requests, match each account to the right OPM or coach based on complexity and capacity, and keep workloads within target
• Act as the first escalation point for at-risk North American onboardings. Diagnose what went wrong, reset the plan with the customer, and decide when to bring in Professional Services, certified consultant partners, or a different owner
• Ramp new hires quickly: run regional training and shadowing, certify readiness before new team members take live accounts, and help shape hiring profiles as the team grows
• Track and improve regional performance on time-to-live, deployment quality, onboarding CSAT, Hypercare outcomes, and early retention, using Salesforce dashboards and onboarding tooling to spot risk early
• Partner closely with North American Sales leadership on clean handoffs and realistic expectations, and with Account Management, Hypercare, Support, Professional Services, and Product to close gaps and feed recurring issues back to the right owners
• Bring consultative depth to customers switching from other PMS platforms, helping them redesign day-to-day workflows, reporting, and SOPs for how they will run in Cloudbeds
• Coordinate with third-party consultants and partners who lead or support implementations for some of our customers
• Take on the day-to-day leadership load (team questions, case investigations, call coverage) so the team keeps moving and senior leadership can focus on strategy
• Use AI and automation to cut administrative work for yourself and your team

𝗪𝗵𝗮𝘁 𝗦𝗲𝘁𝘀 𝗬𝗼𝘂 𝗨𝗽 𝗳𝗼𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀:

• 5+ years in hotel operations or hospitality technology (a hotel, hotel group or management company, or a PMS/hospitality software company). Experience limited to OTAs, GDS, or travel distribution does not meet this requirement
• 2+ years directly managing customer-facing team members in onboarding, implementation, professional services, or customer success, including hiring, coaching, 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: front office, reservations, distribution, revenue management, payments, and reporting
• A consultative, hospitality-first communication style with executives and front-line staff alike. You can deliver hard news, reset expectations, and leave the customer more confident than before
• Project-management discipline: scope, milestones, risks, and stakeholder communication across many concurrent projects
• Comfortable with data and tooling: you run your team from dashboards and Salesforce (or a similar CRM), and you adopt AI tools readily
• Calm, organized, and decisive in a fast-growing, remote-first environment where priorities shift quickly

𝗕𝗼𝗻𝘂𝘀 𝗦𝗸𝗶𝗹𝗹𝘀 𝘁𝗼 𝗦𝘁𝗮𝗻𝗱 𝗢𝘂𝘁 (𝗢𝗽𝘁𝗶𝗼𝗻𝗮𝗹):

• Experience implementing or operating enterprise systems such as Oracle Opera, so you can translate customers' old workflows into Cloudbeds
• Spanish fluency at a business-professional level
• PMP or similar project-management certification
• Experience working with hotel management companies, hotel consultants, or reseller partners
• Familiarity with revenue management systems, guest experience tools, or hospitality payments