Onboarding Project Manager

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 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.

• Fluency in Portuguese is a strong plus.

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