Customer Onboarding Manager - USA

Mews is hiring a Customer Onboarding Manager to guide hotel customers from handover through setup, training, rollout, and go-live. The role manages concurrent implementations, resolves configuration and integration risks, and coordinates internal teams to support adoption and successful launches.

Responsibilities:

• 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

Requirements:

• 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
• 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