At a Glance
- Tasks: Lead and develop a dynamic onboarding team for mid-market customers in hospitality.
- Company: Join Cloudbeds, a revolutionary tech company transforming the hospitality industry globally.
- Benefits: Enjoy remote work, professional development, and generous parental leave.
- Other info: Work in a diverse, global team dedicated to redefining hospitality.
- Why this job: Be part of a passionate team innovating AI solutions for hotels worldwide.
- Qualifications: 7+ years in hospitality tech with strong leadership and project management skills.
The predicted salary is between 63000 - 77000 £ per year.
At Cloudbeds, we're not just building software, we're transforming hospitality.
Our platform powers hotels across 150 countries, processing billions in bookings annually.
From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners.
And we do it with a completely remote team.
Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges.
Since our founding in 2012, we've continually been recognized for excellence, most recently earning top honors at the 2026 Hotel Tech Awards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started.
You'll inherit a team of dedicated ICs and leads that have been experimenting with new ways to support these customers and improve their experience.
Your charter is to get leadership in place and be maniacal about customer experience while building the project-management rigor that complex mid-market deployments demand.
You'll be measured on onboarding velocity, deployment quality, customer satisfaction, and the long-term retention impact of a strong start.
Our team is passionate about delivering exceptional customer experiences and helping hoteliers succeed with Cloudbeds from day one.
We build together with a test-and-learn mindset that encourages innovation, collaboration, and continuous improvement.
Every team member is valued and empowered to share feedback, ideas, and insights so we can learn, grow, and improve both as individuals and as a team.
Leaders who thrive here are proactive communicators, collaborative problem-solvers, and true customer advocates who enjoy navigating complexity while building the systems and people that scale it.
- Lead, coach, and develop the Mid-Market Onboarding team — including Onboarding Project Managers and senior coaches — setting clear expectations, performance standards, growth paths, and a culture of accountability and continuous improvement
- Own end-to-end onboarding outcomes for mid-market customers from sales handoff through go-live, adoption, and transition to Account Management — diagnosing and fixing execution gaps in training quality, error detection, and deployment velocity
- Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments that balance customization with scalability
- Establish and own the metrics that matter: onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention — monitoring portfolio health and intervening early on at-risk projects
- Own capacity and staffing planning for the division — forecasting demand, balancing workload across the team, and partnering with leadership on headcount decisions
- Serve as a senior escalation point for complex or at-risk mid-market deployments and partner with Account Management on clean, trust-preserving handoffs
- Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management — bridging what gets sold and what gets delivered, and contributing to the broader strategy for how Cloudbeds serves mid-market and enterprise-adjacent customers
- 7+ years in hospitality or hospitality technology, including hands-on customer onboarding or implementation experience and team leadership (time at a hotel, hotel group, or a PMS or hospitality-tech company; OTA or travel-distribution experience on its own does not count)
- Track record of building or significantly improving onboarding and implementation functions and frameworks
- Proven people-leadership experience — hiring, coaching, and developing customer-facing teams in a distributed, global environment
- Strong project-management foundation: scope, milestones, timelines, and risk mitigation applied to complex multi-stakeholder deployments
- Deep understanding of hotel operations and the complexity of serving multi-property, mid-market hospitality customers
- Ability to move fluidly between strategy and execution — you can design the framework and roll up your sleeves to implement it
- Data-driven: comfortable with KPIs, dashboards, and using insights to drive decisions
- Additional language fluency (Spanish, Portuguese) at a business-professional level
- Direct experience onboarding or implementing customers at a hospitality Saa S or PMS company
- Familiarity with property management systems, payments, or hospitality fintech
- Experience building onboarding or implementation functions at a scale-up stage company
- Background working with hotel management companies, small chains, or the consultant ecosystem
- Work
Authorization: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship.
At this time, Cloudbeds is unable to provide sponsorship for work visas.
Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality.
We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, and hospitality veterans to solve challenges others haven't dared to tackle.
Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel.
From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it.
If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.
- Winner – Hotel Management Software | Hotel Tech Awards (2026)
- Overall 10 Best Places to Work | Hotel Tech Awards (2026)
- Overall Top 10 Hotelier's Choice | Hotel Tech Awards (2026)
- Finalist – Property Management Systems (PMS) & Channel Managers | Hotel Tech Awards (2026)
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- Fully Paid Parental Leave
- Home office stipend based on country of residency
- Professional development courses in Cloudbeds University
- Access to professional development, including manager training, upskilling, and knowledge transfer
Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team!
We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Cloudbeds is committed to the full inclusion of all qualified individuals.
As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process.
We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply.
If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at or via email at
Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring process.
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Global Director, Mid-Market Onboarding in London employer: Cloudbeds
Cloudbeds is an exceptional employer that fosters a collaborative and innovative work culture, allowing Senior POS Engineers to thrive in a remote environment across Europe. With a strong focus on employee growth, Cloudbeds offers opportunities for professional development and the chance to work on cutting-edge technology that enhances the hospitality industry. Join a team that values creativity and teamwork, while enjoying the flexibility of remote work and the support of a global network.
StudySmarter Expert Advice🤫
We think this is how you could land Global Director, Mid-Market Onboarding in London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Cloudbeds. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Cloudbeds
Don't be shy about reaching out to Cloudbeds directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Global Director, Mid-Market Onboarding in London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Cloudbeds and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Cloudbeds
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
