Customer Onboarding Manager - USA

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

United States

$92,000—$98,000 USD