Customer Onboarding Manager

About the role

Onboarding a hotel group — multiple properties, multiple stakeholders, multiple operational contexts — is genuinely complex work. This role owns that process for some of the largest customers in the Mews portfolio, from first session to fully operational, and the person in it has real influence over whether those customers get lasting value from the platform.

Responsibilities

• Leading medium, high-value, and enterprise hotel group clients through end-to-end onboarding across multiple properties and stakeholder levels
• Designing and delivering training programmes via webcast, video, and online classroom — and keeping them current as the product evolves
• Consulting hotels proactively on how to get more from Mews, not just reacting to what they ask for
• Using AI tools to build training content, draft communications, and track patterns across your portfolio so you're always ahead of where a client is heading

AI Fluency Level 2: In this role that means using AI consistently in your onboarding workflow — not as an experiment, but because you've identified where it genuinely makes you faster or more effective, whether that's content creation, client prep, or portfolio monitoring.

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

Requirements

• Experience in client onboarding, implementation, or training — ideally in hospitality, travel, or SaaS
• The ability to manage complex projects across multiple stakeholders without losing momentum or clarity
• Genuine curiosity about technology and how it changes the way hotels operate
• AI Fluency Level 2 or equivalent: AI is already a real part of how you work

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.

Benefits

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.