Customer Onboarding Manager
About The Position
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. 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.
Requirements
- 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 escalate
- 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 Haves
- Background in hotel management, travel, or global distribution
- Experience developing structured training curricula from scratch
- Familiarity with hospitality technology platforms or property management systems
Responsibilities
- 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
Benefits
- Unlimited paid holiday
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
