Global Director, Mid-Market Onboarding (SaaS)

TL;DR

Global Director, Mid-Market Onboarding (SaaS): Leading and scaling the onboarding function for complex mid-market hospitality customers with an accent on deployment velocity, quality, and long-term retention. Focus on building standardized frameworks, managing global teams, and bridging the gap between sales and account management to ensure world-class customer experiences.

Location: Remote (Global)

Salary: $180,000–$190,000 USD (for US-based candidates)

Company

hirify.global is a leading hospitality technology provider transforming hotel operations through an AI-powered, unified platform used by properties in over 150 countries.

What you will do

• Lead, coach, and develop a global team of Onboarding Project Managers and senior coaches.
• Own end-to-end onboarding outcomes from sales handoff through go-live and transition to Account Management.
• Build and standardize onboarding frameworks, SOPs, and configuration standards for complex multi-property deployments.
• Establish and monitor key metrics including onboarding velocity, deployment quality, CSAT, and early-lifecycle retention.
• Manage capacity planning, forecasting, and staffing for the division.
• Serve as a senior escalation point for complex or at-risk deployments.

Requirements

• 7+ years of experience in hospitality or hospitality technology, specifically in customer onboarding or implementation.
• Proven track record of building or significantly improving onboarding and implementation functions.
• Demonstrated people-leadership experience in a distributed, global environment.
• Strong project-management foundation with experience in complex multi-stakeholder deployments.
• Deep understanding of hotel operations and the needs of mid-market hospitality customers.
• Ability to move fluidly between high-level strategy and hands-on execution.

Nice to have

• Business-professional fluency in Spanish or Portuguese.
• Direct experience in a hospitality SaaS or PMS company.
• Background working with hotel management companies or the consultant ecosystem.

Culture & Benefits

• Remote-first, remote-always work environment.
• Monthly Wellness Fridays for an extra long weekend every month.
• Full paid parental leave.
• Home office stipend based on country of residency.
• Access to professional development through hirify.global University and manager training.