Director, Customer Onboarding Success - APAC

About the Company

At SiteMinder we believe the individual contributions of our employees are what drive our success. We hire and encourage diverse teams and inclusive culture so employees can bring their unique selves to work. Since 2006 we’ve been innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online. We support 50,000 hotels in 150+ countries and process over 130 million reservations through SiteMinder’s technology every year.

About the Role

As Regional Director, Customer Onboarding (APAC) you will lead the team that turns new customers into long-term, high-value users of our platform. This strategic leadership role is focused on shaping and scaling onboarding across the region to drive early life success, accelerate time-to-value, and set customers up for retention and expansion. You will manage Team Leaders who guide Onboarding Specialists and partner closely with Sales, Product, Support, and Customer Success.

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 strategic direction for onboarding and continuously improve processes, tooling, and operating rhythm
• Partner cross-functionally with Sales, Product, Support, and Customer Success to ensure seamless customer handoffs and feedback loops
• Translate customer insights into actionable improvements that influence product, process, and experience design
• Analyse performance trends and present insights to senior leadership to inform strategic decisions

Qualifications

• 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 rather than just individual contributors
• Strong commercial mindset with a track record of driving measurable customer and business outcomes
• Exceptional leadership and communication skills, with the ability to influence senior stakeholders and global teams
• Experience communicating across multiple markets and navigating different cultures and market dynamics
• Analytical, data-driven approach to performance management and continuous improvement
• Experience scaling teams, processes, or customer operations in fast-moving environments
• Willingness to travel regionally as required

Benefits

• Equity participation
• Hybrid working model (office + remote flexibility)
• Mental health and wellbeing support initiatives
• Generous parental leave, including secondary carers
• Paid birthday, study, and volunteering leave each year
• Team events, social clubs, and global celebrations
• Employee Resource Groups (ERGs)
• Ongoing investment in growth, learning, and leadership development

Additional Information

• Please send a copy of your resume; the Talent Acquisition team will be in touch
• When you apply, tell us the pronouns you use and any adjustments you may need during the interview process
• SiteMinder encourages people from underrepresented groups to apply