全球总监，中型市场入职
Global Director, Mid-Market Onboarding
**Cloudbeds 的独特之处**
在 Cloudbeds，我们不只是在开发软件，而是在重塑酒店业。我们智能设计的平台为全球 150 个国家的物业提供支持，每年处理数十亿美元的预订。从独立物业到酒店集团，我们通过一个统一的平台帮助酒店业主优化运营并提升商业策略，该平台与数百家合作伙伴集成。而且我们拥有完全远程的团队。想象一下，与全球创新者一起工作，打造人工智能驱动的解决方案，解决酒店业主最大的挑战。自 2012 年成立以来，我们已成为全球最佳酒店 PMS 解决方案提供商，并再次入选 2024 年德勤科技 Fast 500 强，但我们的旅程才刚刚开始。
**你将如何产生影响：**
作为全球中端市场入职经理，你将负责并扩展 Cloudbeds 最快增长且最复杂的客户群体的入职功能。你将领导一支团队，引导中端市场客户从合同签署到上线、采用以及顺利过渡到客户管理。你将建立框架、标准、指标和团队能力，使这一体验达到世界级水平并在大规模下可重复。
你将接手一支由敬业的个人贡献者和负责人组成的团队，他们一直在尝试新的方式来支持这些客户并改善他们的体验。你的任务是建立领导层，同时对客户体验保持极致关注，并构建复杂中端市场部署所需的项目管理严谨性。你将根据入职速度、部署质量、客户满意度以及强大开端对长期留存的影响来衡量绩效。
**我们的入职团队：**
我们的团队热衷于提供卓越的客户体验，并帮助酒店业主从第一天起就在 Cloudbeds 上取得成功。我们以测试和学习的心态共同构建，鼓励创新、协作和持续改进。每位团队成员都受到重视并被赋予权力，可以分享反馈、想法和见解，以便我们作为个人和团队都能学习、成长和进步。在这里茁壮成长的领导者是积极的沟通者、协作的问题解决者，以及真正的客户倡导者，他们喜欢在构建可扩展系统和人员的过程中应对复杂性。
**你将为团队带来什么：**
- 领导、指导和发展中端市场入职团队——包括入职项目经理和高级教练——设定清晰的目标和方向
- 建立并维护高效的入职流程和标准，确保客户顺利过渡
- 与跨职能团队合作，推动产品和流程的持续改进
- 通过数据驱动的决策优化客户体验和入职效率
- 培养团队成员的能力，提升整体执行力和客户满意度
查看英文原文
**What Makes Cloudbeds Unique**
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. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024, but we're just getting started.
**How You'll Make an Impact:**
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.
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 Onboarding Team:**
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.
**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 (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
**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
**Compensation:** Depending on your skills and experience, you can expect your annual compensation to be between **$160,000 and $190,000 USD**. Please note that we maintain high flexibility, and packages above this range will be considered. ( _The salary is only for US-based candidates)._
#LI-SD1
**What to Expect - Your Journey with Us**
Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, 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.
Learn more online at [cloudbeds.com](https://www.cloudbeds.com/)
**Company [Awards](https://www.cloudbeds.com/press/?press_type=company-news&news_category=awards):**
- Best All-In-One Hotel Management System | HotelTechAwards (2025)
- Overall 10 Best Places to Work | HotelTechAwards (2025)
- Most Loved Workplace® Certified (2024)
- Top 10 People’s Choice (2024)
- Deloitte Technology Fast 500 (2024)
**Discover our Benefits:**
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- Monthly Wellness Fridays - enjoy an extra-long weekend every month
- 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
**Everyone is Welcome - A Culture of Inclusion**
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 (858) 201-7832 or via email at [accommodations@cloudbeds.com](mailto:accommodations@cloudbeds.com). Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.
#LI-REMOTE