Canada; Europe; North America•Global
Remote
Director
Full Time
about 1 month ago
💰$180,000 - $190,000
remotedirectorhospitalityonboardingcustomer_success
Requirements
- •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 in a distributed, global environment
- •Strong project-management foundation with scope, milestones, timelines, and risk mitigation
- •Deep understanding of hotel operations and serving multi-property, mid-market hospitality customers
- •Ability to move fluidly between strategy and execution
- •Data-driven with comfort using KPIs and dashboards to drive decisions
What You'll Do
- •Lead, coach, and develop the Mid-Market Onboarding team including Onboarding Project Managers and senior coaches
- •Own end-to-end onboarding outcomes for mid-market customers from sales handoff through go-live, adoption, and transition to Account Management
- •Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments
- •Establish and own metrics such as onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention
- •Own capacity and staffing planning for the division including forecasting demand and balancing workload
- •Serve as a senior escalation point for complex or at-risk mid-market deployments
- •Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management
Nice to Have
- •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
Benefits
- •Remote First, Remote Always
- •PTO in accordance with local labor requirements
- •Monthly Wellness Fridays - extra long weekend every month
- •Full 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
About Cloudbeds
Cloudbeds’ hospitality management platform enables hotels to grow revenue, streamline operations, and deliver memorable guest experiences.
San Diego, CA, US
500 - 1000
Hospitality