Onboarding Project Manager

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. Join a global team of innovative professionals to tackle key challenges in hospitality using the latest technology in software development, data science, AI, and more. 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. 

Location: Remote - (Spain)

How You'll Make an Impact:

As an Onboarding Project Manager (OPM) for Key Accounts, you will lead complex, multi-stakeholder onboarding projects from contract signature through customer adoption and graduation. Acting as the strategic project lead, you will coordinate teams across Sales, Account Management, Onboarding, Product, and Support to deliver a seamless customer journey and ensure that every Key Account realizes full value from the Cloudbeds platform.

This is a highly visible, cross-functional role that blends project management, customer success, and operational excellence. You’ll serve as the trusted advisor and point of accountability for the customer throughout their onboarding lifecycle.

 

Our Customer Onboarding Team:
The Key Account Onboarding team ensures that our most strategic, high-value customers experience a world-class implementation that sets them up for long-term success. We deliver an elevated, high-touch onboarding experience that drives adoption, time-to-value, and measurable business outcomes.

 

What You Bring to the Team:

• Own the end-to-end onboarding lifecycle for Cloudbeds' most strategic customers—from sales handoff through setup, go-live, adoption, and transition to Account Management.
• Define and manage project scope, milestones, and deliverables to achieve customer go-live on time and within agreed success parameters.
• Serve as the primary point of contact for onboarding, ensuring clear communication, visibility, and coordination across all internal and customer stakeholders.
• Lead structured customer meetings including Pre-Kickoff, Kickoff, and Go-Live milestones; deliver clear agendas, recaps, and next steps.
• Maintain customer-facing Project Trackers outlining all services, timelines, and success metrics with full transparency.
• Oversee delivery of core and add-on services, coordinating across Onboarding Coaches and Professional Services teams.
• Manage expectations and proactively identify risks, dependencies, and opportunities to accelerate customer success.
• Guide customers through the Adoption phase, ensuring utilization milestones and success goals are achieved.
• Track and manage training credit utilization to accelerate customer proficiency and feature adoption.
• Partner with internal teams to monitor performance indicators including system usage, certifications, and training completion.
• Lead customers through onboarding graduation, highlighting key wins and ensuring seamless transition to Account Management.
• Ensure accuracy and transparency in all onboarding systems including Salesforce, Slack, Zendesk, and internal reporting.
• Collaborate cross-functionally with Sales, Account Management, Onboarding, Product, and Support teams to deliver exceptional customer experiences.
• Step in to support customer requests, team initiatives, brainstorming sessions, and special projects as needs arise.
• Contribute to continuous improvement efforts through clear communication, knowledge sharing, and collaborative problem-solving.

What Sets You Up for Success:

• Minimum 2 years of experience in hotel operations with deep understanding of hospitality workflows and challenges.
• At least 1 year of direct SaaS project management experience, with ownership of timelines, deliverables, and cross-functional coordination (hospitality-focused SaaS platforms strongly preferred).
• Fluency in English and Spanish at a business level, both written and spoken.
• Demonstrated ownership of end-to-end service delivery, including successful completion of services and high levels of customer interaction.
• Proven ability to manage complex, multi-stakeholder projects with competing priorities and tight timelines.
• Strong communication and presentation skills with ability to lead structured customer meetings and maintain executive-level relationships.
• Experience maintaining project tracking systems and ensuring transparency across all stakeholders.
• Customer-centric mindset with ability to proactively identify risks and drive customer adoption and success.
• Highly collaborative working style with willingness to support team needs and contribute to shared goals.
• Detail-oriented with strong organizational skills and ability to manage multiple projects simultaneously.

 

Recommended Skills to Stand Out:

• Project management experience within a SaaS company.
• Familiarity with Salesforce, Zendesk, or similar CRM/ticketing platforms.
• Experience with customer success metrics and adoption frameworks.
• Background in hospitality technology implementations or PMS migrations.

NOTE: PLEASE SUBMIT YOUR CV/RESUME IN ENGLISH