Onboarding Project Manager - NORAM

What Makes Us 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 an Onboarding Project Manager, you will lead complex onboarding projects for Cloudbeds’ mid-market customers, guiding them from contract signature through adoption and successful transition to Account Management at the time onboarding is completed. Acting as the strategic lead throughout the onboarding journey, you will partner cross-functionally with Onboarding, Account Management, Sales, Product, Support, and Professional Services teams to deliver a seamless implementation experience that drives customer confidence, platform adoption, and measurable business outcomes. You will play a critical role in ensuring customers realize value quickly by managing timelines, aligning stakeholders, mitigating risks, and maintaining a high-touch customer experience. This role combines project management, customer partnership and relationship management, operational excellence, and hospitality expertise in a fast-paced SaaS environment. Our Onboarding Project Management Team: Our team is passionate about delivering exceptional customer experiences and helping hoteliers succeed with Cloudbeds from day one. We build together, review opportunities together, and embrace 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. Team members who thrive here are proactive communicators, collaborative problem-solvers, and true customer advocates who enjoy navigating complexity while working closely with others to drive successful outcomes. What You Bring to the Team: Own and manage the end-to-end onboarding lifecycle for mid-market customers, from sales handoff through go-live, adoption, and transition to Account Management Define project scope, timelines, milestones, and deliverables to ensure successful and timely implementations Serve as the primary point of contact for onboarding mid-market customers, driving clear communication and stakeholder alignment throughout the project lifecycle Lead customer meetings, including pre-kickoff, kickoff, project check-ins, and go-live milestones, while documenting action items and next steps Proactively identify and manage risks, dependencies, and escalation points to maintain project momentum and customer satisfaction Coordinate cross-functional collaboration across Sales, Onboarding, Product, Support, Professional Services, and Account Management teams Monitor onboarding success metrics, customer adoption, training completion, and utilization milestones to support long-term customer success What Sets You Up for Success: Fluency in English, Portuguese, and Spanish at a business-professional level, both written and spoken Minimum 4 years of experience in hotel operations or hotel management At least 1 year of project management experience within a SaaS or customer-facing environment Proven ability to manage multiple projects simultaneously while maintaining strong attention to detail and organization Experience coordinating cross-functional stakeholders and driving projects through completion in a fast-paced environment Strong communication, relationship management, and customer-facing presentation skills Ability to proactively solve problems, manage ambiguity, and adapt quickly to changing customer and business needs Bonus Skills to Stand Out (Optional): At least 1 year of project management experience within a hospitality SaaS environment Previous experience with customer implementation & onboarding at a hospitality SAAS company Familiarity with Salesforce, Zendesk, Slack, or other customer operations tools Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $70,000 - $80,000 USD #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 Company Awards to Check Out! 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 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 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 [email protected] . 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