Mid-Market Onboarding Lead (Hospitality Software)

Location: North America; remote-first. The role is intended for candidates authorized to work in the position's location without visa sponsorship.

Annual compensation: $100,000–$140,000 USD for US-based candidates; higher packages may be considered.

Company

hirify.global develops a hospitality software platform used by hotels in 150 countries, integrating hotel operations and commercial workflows with hundreds of partners.

What you will do

• Lead, coach, hire, and develop North American Onboarding Project Managers and Mid-Market Coaches, including team members in Latin America serving North American customers.
• Oversee strategic North American accounts and multi-property groups from kickoff through go-live, Hypercare, and handoff to Account Management.
• Own regional account intake and assignment, manage capacity, and act as the first escalation point for at-risk onboardings.
• Improve time-to-live, deployment quality, onboarding CSAT, Hypercare outcomes, and early retention using Salesforce dashboards and onboarding tools.
• Partner with Sales, Account Management, Support, Professional Services, Product, and third-party consultants to coordinate implementations and resolve recurring issues.
• Use AI and automation to reduce administrative work and help customers redesign workflows, reporting, and SOPs when switching from other PMS platforms.

Requirements

• 5+ years of experience in hotel operations or hospitality technology; experience limited to OTAs, GDS, or travel distribution does not meet the requirement.
• 2+ years of direct management experience with customer-facing onboarding, implementation, professional services, or customer success teams, including hiring, coaching, and performance management.
• Hands-on experience leading multi-property or 40+ room full-service hotel PMS implementations from kickoff through go-live.
• Strong understanding of North American hotel operations, including front office, reservations, distribution, revenue management, payments, and reporting.
• Consultative communication, project-management discipline, executive and frontline stakeholder management, and comfort using CRM dashboards and AI tools.
• Applicants must already be authorized to work in the position's location and must not require visa sponsorship.

Nice to have

• Experience with enterprise systems such as Oracle Opera.
• Business-professional Spanish fluency.
• PMP or similar project-management certification.
• Experience with hotel management companies, hotel consultants, reseller partners, revenue management systems, guest experience tools, or hospitality payments.

Culture & Benefits

• Remote-first and remote-always work environment.
• Paid time off in accordance with local labor requirements.
• Fully paid parental leave and a home-office stipend based on country of residence.
• Professional development through hirify.global University, manager training, upskilling, and knowledge transfer.
• Global team of 650+ employees across 40+ countries using AI and automation to transform hospitality operations.