92K–98K USD / year
Customer Onboarding Manager - USA
Customer successRemote — United States
Published on 2026-11-12
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Own customer onboarding from sales handover through go-live, guiding hotels through platform configuration, integrations, training, and rollout. Manage several mid-market and enterprise implementations simultaneously, helping customers adopt the platform and mitigating setup and timeline risks.
About the company
Mews builds a cloud property management platform that helps hotels run operations and improve guest experiences.
What you'll do
- Manage multiple onboarding projects at once, including phased rollouts across properties and regions
- Configure the product, diagnose integration issues, and flag configuration, data, and timeline risks
- Train customer stakeholders and drive adoption through go-live
- Coordinate with Sales, Support, and RevOps to align delivery with what was agreed during the sale
- Use AI to draft documentation, prepare for customer sessions, and improve project tracking; verify AI output before sharing
What we're looking for
- 3–5 years of experience in SaaS onboarding, implementation, or customer-facing technical roles
- Experience managing concurrent mid-market or enterprise implementations, including multi-property or regional rollouts
- Ability to configure complex SaaS products, diagnose integration issues, and advise customers on setup
- Strong customer communication, training, stakeholder management, and project management skills
- Regular use of AI tools and critical evaluation of AI-generated content
Nice to have
- Hospitality technology or adjacent experience, such as hotel management, PMS, POS, or payments
- Familiarity with Mews Hospitality Cloud or a comparable multi-module SaaS platform
- Multilingual skills
- Experience creating onboarding playbooks, SOPs, knowledge bases, or AI-assisted training and tracking materials
Benefits
- Unlimited paid holiday
- Company share program
- Paid parental leave: six months for primary caregivers and two months for secondary caregivers, after one year of service
- Annual learning budget starting at €300
- Work-from-anywhere flexibility for a few weeks each year
- Flexible hybrid working options
- Home office setup budget and monthly work-from-home allowance