Onboarding Project Manager - NORAM

Cloudbeds is a hospitality technology company providing an AI-powered unified platform for properties across more than 150 countries. The Onboarding Project Manager will lead complex mid-market customer onboarding projects from contract signature through go-live, adoption, and transition to Account Management. The role manages timelines, stakeholders, risks, customer communications, and success metrics while coordinating cross-functional teams in a SaaS environment.

Responsibilities:

• 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

Requirements:

• 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
• 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