Customer Onboarding Manager

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: In this role you'll own the full onboarding journey for medium and high-value clients, including enterprise hotel groups, working across video, training, and direct consultation to move them from signed to successful. The customers you work with are not simple implementations - they require judgment, adaptability, and the ability to earn trust quickly at different levels of an organisation. What you would do Lead medium and high-value hotel group clients through end-to-end onboarding, managing the process across multiple properties and stakeholder layers Design, deliver, and maintain training programmes via webcast, video, and online classroom, keeping content current and calibrated to what customers actually need Consult hotels proactively on how to improve their use of the Mews platform, going beyond reactive support to drive adoption and long-term success Coordinate and facilitate ad hoc training sessions throughout the onboarding process, adapting to what each client needs in the moment Use AI tools to build and update training materials faster, draft client communications, and identify patterns across onboarding projects that help you improve the process over time AI Fluency Level 2: In this role that means you're using AI regularly to move faster - whether that's drafting training content, summarising client communications, or spotting where a customer is falling behind before it becomes a problem. You're not experimenting for the sake of it; you've found where AI gives you a real edge in onboarding work and you use it consistently. What you would bring Proven experience managing client onboarding, training, or implementation - ideally within hospitality, travel, or a related SaaS environment The ability to hold a room (or a video call) across different seniority levels and keep complex projects moving without losing people along the way Strong project management instincts: you track what's open, follow through without being chased, and know when to escape A genuine interest in technology and how hotels actually operate - you don't just demo software, you understand why it matters to the people using it AI Fluency Level 2 or equivalent hands-on experience: you use AI tools as a real part of how you work, not just occasionally Nice to have Background in hotel management, travel, or global distribution Experience developing structured training curricula from scratch Familiarity with hospitality technology platforms or property management systems To be eligible for this position, you must be based in one of the following US states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Kansas, Massachusetts, Montana, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Wisconsin. United States $82,000 - $96,000 USD 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 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. 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. #J-18808-Ljbffr