At a Glance
- Tasks: Lead and scale onboarding for mid-market customers, ensuring a smooth transition to Cloudbeds.
- Company: Join Cloudbeds, a global leader in hospitality technology with a remote-first culture.
- Benefits: Enjoy remote work, wellness Fridays, paid parental leave, and professional development opportunities.
- Other info: Be part of a diverse team passionate about innovation and travel.
- Why this job: Make a real impact in transforming the hospitality industry with innovative AI solutions.
- Qualifications: 7+ years in hospitality tech, strong leadership, and project management skills required.
The predicted salary is between 80000 - 100000 £ per year.
At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to 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.
As Global Director, Mid-Market Onboarding, you will own and scale the onboarding function for Cloudbeds' fastest-growing and most complex customer segment. You'll lead the team responsible for guiding mid-market customers from contract signature through go-live, adoption, and a clean transition to Account Management. You'll build the frameworks, standards, metrics, and team capability that make that experience world-class and repeatable at scale.
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.
What You Bring to the Team:
- 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.
What Sets You Up for Success:
- 7+ years in hospitality or hospitality technology, including hands-on customer onboarding or implementation experience and team leadership.
- 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.
Bonus Skills to Stand Out:
- Additional language fluency (Spanish, Portuguese) at a business-professional level.
- Direct experience onboarding or implementing customers at a hospitality SaaS 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.
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, 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.
Global Director, Mid-Market Onboarding employer: Third-Party Job Posts
At Cloudbeds, we pride ourselves on being a remote-first company that fosters a culture of innovation and collaboration among our diverse team of over 650 employees across 40+ countries. As a Global Director, Mid-Market Onboarding, you'll not only lead a passionate team dedicated to transforming the hospitality industry but also benefit from our commitment to professional development, inclusive work environment, and unique perks like Monthly Wellness Fridays and full paid parental leave. Join us in redefining what's possible in hospitality while enjoying the flexibility and support that comes with working at a leading technology provider.
StudySmarter Expert Advice🤫
We think this is how you could land Global Director, Mid-Market Onboarding
✨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 Third-Party Job Posts. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Third-Party Job Posts
Don't be shy about reaching out to Third-Party Job Posts 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
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 Third-Party Job Posts 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 Third-Party Job Posts
✨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!
