Customer Onboarding Manager - USA

Help make the world more hospitable

The hospitality industry is uniquely human, and it deserves technology that’s just as inspiring as the people behind it. At Mews, we’re transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences.

You’ll work with smart, curious people who care deeply about what they do. You’ll have autonomy and the trust to make good decisions and move quickly. And you’ll enjoy a real sense of purpose as you see the impact of what we’re building.

If you’re motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you’ll feel at home here.

About the role

Let's get into the specifics. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it into a job description (which we do because this is a job description), it would be this:

You will own the customer relationship from handover to go-live, guiding hotels through setup, training and rollout so the platform works for them from day one. Each go-live is the first real test of whether Mews fits the way a property runs, and the quality of that experience shapes whether a customer stays and grows with us. Mews serves hotels across EMEA, and the portfolio is large enough that how well you onboard is felt in the numbers.

As a Customer Onboarding Manager, you run several mid-market and enterprise implementations at the same time, often phased across multiple properties or regions. You work with customer stakeholders on one side and with Sales, Support and RevOps on the other, so that what was agreed in the sale is what gets delivered at go-live.

The problem this role solves sits in the period between signing and a working go-live. Configuration choices, integration issues and timeline slips that surface late are costly for the customer and for us. You spot them early, make risk-informed trade-offs, and give customers credible advice on setup so they adopt the product and are ready to run on it.

What you would do

• Run several onboarding projects at once, at different stages and levels of complexity, within SLA targets, including phased rollouts across multiple properties and regions
• Configure the product for each customer, diagnose integration issues, and advise on setup decisions, flagging configuration, data and timeline risks early
• Train customer stakeholders with different needs, drive adoption through to go-live, and keep Sales, Support and RevOps aligned along the way
• Use AI to draft documentation, prepare for customer sessions and keep project tracking efficient
• Check AI-generated material for accuracy before it reaches a customer or colleague, and share what works with the team

AI Fluency Level 2: In this role, AI is part of your regular working week, for example drafting customer documentation, preparing for training sessions and keeping project tracking tidy, and it makes you noticeably faster and better at onboarding work. Just as important, you check what it gives you: you read it critically, correct it, and only share it with a customer or colleague once you are sure it is accurate.

For more information on AI fluency at Mews, please refer to AI Fluency at Mews: A Comprehensive Guide for Candidates on Confluence.

What you would bring

• 3 to 5 years in SaaS onboarding, implementation or customer-facing technical roles
• Experience managing concurrent mid-market or enterprise implementations, including phased rollouts across multiple properties or regions
• Deep SaaS product knowledge: you can configure complex products, diagnose integration issues and advise customers credibly on setup decisions
• Strong communication and training skills for diverse customer stakeholders, stakeholder management across customers, Sales, Support and RevOps, and structured project management across several projects at once
• AI Fluency Level 2 in your day-to-day work, with strong discernment: you critically evaluate AI output before sharing it with customers or colleagues

Nice to have

• Experience in hospitality technology or an adjacent sector (hotel management, PMS, POS, payments), or familiarity with Mews Hospitality Cloud or a comparable multi-module SaaS platform
• Multilingual, relevant for EMEA portfolio coverage
• Experience contributing to onboarding playbooks, SOPs or team knowledge bases, or using AI tools to draft training materials, automate repetitive documentation or manage project tracking

Pay Transparency at Mews

Salary ranges are provided in good faith and reflect current market conditions and internal pay structures. Final compensation may be adjusted based on funding, budget constraints, or exceptional candidate qualifications, but will remain within reasonable proximity to the stated range.

This salary disclosure is provided in compliance with applicable pay transparency legislation. We are committed to equal pay practices and prohibit salary history inquiries during our recruitment process.

If the location you're applying from wasn't originally advertised for this role, salary range information is available upon request at any point during the application/interview process - your recruiter will be able to help.

What’s in it for you?

Our success is powered by our incredible people, supported by benefits that help them thrive.

Global benefits

No matter where you’re based, you’ll enjoy:

• Unlimited paid holiday (yes, really)
• Participation in our company share program
• Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
• An annual Learning budget of €300 (and more for high performers) to support your development
• Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
• A work from anywhere policy with flexibility to work abroad for a few weeks each year
• Relocation options, available after one year
• Flexible, hybrid working options
• A home office setup budget to make your workspace your own and a monthly work-from-home allowance
• Claude tokens, so you can automate workflows and build smarter, more efficient ways of working

Local benefits

You'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.

Life at Mews

We’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company.

We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.

A few things that define how we work:

• High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn’t a detailed playbook for everything, and that’s part of what makes the work challenging – and rewarding.
• Change is constant. We’re growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will thrive.
• We’re remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter. Our teams are global, so we need expert collaborators and communicators to help us move forward together.
• AI is an integral part of our processes. It’s not here to steal people’s jobs, but to amplify efficiency and productivity. We’re motivated to proactively use the technology to seek out better ways of working and share our findings with the rest of the company.

If there's anything we can do to support you during the application process, let us know.

We don't discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic.

One final thing: don't hold back. If you don't meet 100% of the criteria in this job description but you're certain you could make a big impact, apply. Everyone should have equal access to opportunities, and we're committed to providing an inclusive experience.

If Mews sounds like the kind of environment where you'd thrive, we'd love to hear from you.