Director, Customer Onboarding Success

About the Company

SiteMinder is the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries. Since 2006, we have been innovating to help accommodation owners find and book more guests online quickly and simply.

Responsibilities

• Own and scale the regional onboarding function, ensuring consistent, high-quality execution across multiple teams
• Lead, coach, and develop Team Leaders to build a high-performing, accountable, and customer-obsessed culture
• Drive regional performance against key metrics including activation, time-to-value, early life retention, and customer satisfaction
• Set the strategic direction for onboarding, continuously improving processes, tooling, and operating rhythm
• Partner cross-functionally with Sales, Product, Support, and Customer Success to ensure seamless customer handoffs
• Translate customer insights into actionable improvements for product and process design
• Analyse performance trends and present insights to senior leadership

Requirements

• Extensive experience leading customer-facing teams in a SaaS or high-growth technology environment
• Proven success operating at a senior leadership level, managing leaders of teams
• Strong commercial mindset with a track record of driving measurable customer and business outcomes
• Exceptional leadership and communication skills with ability to influence senior stakeholders
• Experience navigating different cultures and market dynamics across multiple markets
• Analytical strength with a data-driven approach to performance management
• Experience scaling teams, processes, or customer operations in fast-moving environments
• Willingness to travel regionally as required

Benefits

• Equity options
• Hybrid working model
• Mental health and wellbeing support initiatives
• Generous parental leave
• Paid birthday, study, and volunteering leave
• Team events and social clubs
• Employee Resource Groups (ERGs)