---
title: 'Global Director, Mid-Market Onboarding at Cloudbeds'
canonical: 'https://feeny.ai/job/global-director-mid-market-onboarding-cloudbeds-europe-az12sbmqxtt9'
type: 'job'
last_seen: '2026-10-24'
---

# Global Director, Mid-Market Onboarding at Cloudbeds

- **Company:** Cloudbeds
- **Location:** Europe
- **Posted:** 2026-10-21
- **Last confirmed live:** 2026-10-24
- **Apply:** https://job-boards.greenhouse.io/cloudbeds/jobs/4745869005

## Job description

What Makes Cloudbeds Unique

At [Cloudbeds](https://www.cloudbeds.com/), 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 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, 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.

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.

What to Expect - Your Journey with Us

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.

Learn more online at [cloudbeds.com](https://www.cloudbeds.com/)

Cloudbeds [Awards](https://www.cloudbeds.com/press/?press_type=company-news&news_category=awards):

- Winner – Hotel Management Software | HotelTechAwards (2026)

- Overall 10 Best Places to Work | HotelTechAwards (2026)

- Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)

- Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026)

- Most Loved Workplace® Certified (2024)

- Deloitte Technology Fast 500 (2024)

Discover our Benefits:

- 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

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. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring process.

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.

## About Cloudbeds

## Company Overview
- **One-liner**: Cloudbeds provides a unified hospitality management system (HMS) that integrates operations, distribution, guest experience, and revenue marketing for hotels and property managers.
- **Entity Type**: Private (Series D, raised $253M+)
- **Headquarters**: San Diego, California, USA
- **Founded**: 2012
- **Founders**: Adam Harris (CEO & Co-founder), Richard Castle (President, COO & Co-founder)

## Core Business
- **Primary industry**: Hospitality Technology (Hotel Management Software, Property Management Systems)
- **Target customers**: Independent hotels, hotel groups, multi-property portfolios, hosts (B2B)
- **Mission**: "Power every property in the world with our hospitality management software" — to help hoteliers grow revenue, streamline operations, and deliver memorable guest experiences.

## Products & Services
- **[Cloudbeds Platform (HMS) ](https://www.cloudbeds.com/)**: A unified hospitality management system that includes property management, distribution (channel manager), guest experience tools, and revenue marketing in a single system.
- **[Signals (AI Model) ](https://www.cloudbeds.com/)**: A causal AI model trained on billions of points of hospitality data, integrated into the platform to surface insights, automate responses, forecast demand (up to 90 days with ≤95% accuracy), and help hoteliers make faster decisions.
- **Onboarding & Support**: Personalized onboarding, guided data migration, 24/7/365 live support (AI chatbot, email, live chat), and Cloudbeds University for self-guided training.

## Market Standing
- **Valuation**: Not publicly disclosed
- **Total Funding**: Over $253 million raised (Series D and prior rounds)
- **Key Metric**: Trusted by tens of thousands of properties across 150+ countries; onboard 350+ properties monthly; 99.6% system uptime; 96% customer satisfaction score
- **Notable Investors/Partners**: Backed by leading venture investors (specific names not listed on page, but "backed by the boldest"); network of 500+ partners
- **Growth Signals**: Team of 650+ employees across 40+ countries (speaking 30+ languages); recognized as a top Hotel Management System, PMS, and Channel Manager by Hotel Tech Report for eight consecutive years; rapid onboarding growth (350 properties/month); expanding AI capabilities with Signals

## Competitive Advantages
- **Unified platform**: Combines PMS, channel manager, guest experience, and revenue marketing in one system — reducing the need for multiple vendors.
- **AI-first innovation**: Signals causal AI model provides unique forecasting and automation capabilities, trained on extensive hospitality data.
- **Global reach & localization**: Platform used in 150+ countries with multilingual support (30+ languages) and local labor compliance.
- **Remote-first DNA**: Operating as a distributed team since 2012, enabling access to top talent worldwide and deep understanding of diverse hospitality markets.

## Strategic Focus
- **AI & automation**: Deepening integration of Signals AI to drive operational efficiency and revenue optimization for hoteliers.
- **Global expansion**: Continuing to grow property onboarding (350+/month) and expanding presence in key regions (Asia Pacific, Europe, Latin America, North America).
- **Enterprise & multi-property**: Scaling to serve larger hotel groups and multi-property portfolios alongside independent hotels.
- **Customer success**: Maintaining high satisfaction (96%) through personalized onboarding, 24/7 support, and community building.

## Why Work Here
- **Remote-first culture**: The company has been remote since 2012, with a "remote by design" philosophy — no borders on hiring, flexible schedules, and autonomy over time management.
- **Global & diverse team**: 650+ team members across 40+ countries representing 35 nationalities, speaking 30+ languages — a strong emphasis on inclusion, equity, and respect.
- **Open PTO & flex holidays**: Open time-off policy (or compliant local alternatives) plus 14 flexible holidays to observe personally meaningful days.
- **Monthly wellness days**: An extra long weekend every month to recharge.
- **Learning & development**: Cloudbeds University for onboarding and continuous learning; annual L&D plans aligned with team needs.
- **Career growth**: Emphasis on "kaizen" (continuous improvement), ownership, and leadership at all levels — team members are encouraged to take initiative and run internal projects.
- **Perks**: Competitive benefits including flexible working schedules, wellness days, and a supportive, collaborative global team environment.

## Sources
1. [cloudbeds.com](https://www.cloudbeds.com/careers/)
2. [cloudbeds.com](https://www.cloudbeds.com/)
3. [cloudbeds.com](https://www.cloudbeds.com/our-story/)
4. [greenhouse.io](https://job-boards.greenhouse.io/cloudbeds/jobs/4694224005)
5. [linkedin.com](https://www.linkedin.com/company/cloudbeds)

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