Responsibilities

• Own and scale the onboarding function for mid-market customers, ensuring seamless transitions from contract signature to live implementation.
• Lead and mentor a dedicated onboarding team, fostering a collaborative environment focused on customer success.
• Develop frameworks, standards, and metrics that enhance the onboarding experience and measure team performance.
• Collaborate cross-functionally with sales, product, and account management teams to ensure a cohesive approach to customer onboarding.
• Identify opportunities for process improvements and implement best practices to streamline onboarding operations.
• Act as the primary point of contact for mid-market customers during the onboarding phase, addressing concerns and facilitating effective communication.
• Monitor and analyze onboarding metrics to drive continuous improvement and customer satisfaction.
• Stay informed about industry trends and innovations to enhance Cloudbeds' onboarding strategies.

Requirements

• Bachelor's degree in Business, Hospitality Management, or a related field; MBA preferred.
• 7+ years of experience in customer success, onboarding, or a related field, with at least 3 years in a leadership role.
• Proven track record of managing complex customer onboarding processes in a SaaS environment.
• Exceptional leadership and team-building skills, with the ability to inspire and motivate a remote workforce.
• Strong analytical skills and the ability to use data to drive decisions and improvements.
• Excellent communication and interpersonal skills, with a customer-centric mindset.
• Experience in the hospitality or travel industry is a plus.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Flexible work hours and remote work options to promote work-life balance.
• Opportunities for professional development and career advancement within a fast-growing company.
• Collaborative and inclusive company culture that values innovation and teamwork.
• Employee discounts on partner services and products.
• Generous paid time off and holiday policies.