Customer Onboarding and Experience Manager

Were looking for a Customer Onboarding and Experience Manager (COXM) to help new Mews customers start strong and stay successful. Youll guide hotels and smaller groups through the onboarding journey from first login to go-live ensuring every customer feels confident supported and ready to thrive on Mews.

This is a hands-on customer-facing role that blends onboarding training and relationship management. Youll be the trusted advisor helping customers adopt Mews products optimize performance and unlock value across their operations. Beyond onboarding youll use scalable engagement tools and automation to drive long-term adoption retention and revenue growth across your portfolio.

If youre customer-obsessed tech-curious and thrive in fast-moving environments this role is for you.

Your mission should you choose to accept it

• Lead customers through the full onboarding process ensuring a smooth transition onto Mews
• Deliver engaging high-quality product training that builds confidence and long-term success
• Support customers via video chat and email to educate motivate and solve challenges
• Consult with hotels on best practices to maximize efficiency guest experience and revenue growth
• Use data automation and Gainsight playbooks to identify opportunities for product adoption and upsell
• Apply the Discover Engage Adopt methodology to drive measurable outcomes across your portfolio
• Partner with CX Support and Product teams to act as a trusted internal advocate for your customers
• Continuously improve onboarding and engagement processes helping customers achieve faster time-to-value

Youll be a great fit if you bring a few of the below with you

• 25 years experience in SaaS or hospitality ideally in onboarding training or customer success
• Strong communication skills with experience in customer-facing and cross-functional roles
• Ability to prioritize tasks and manage multiple onboarding projects in parallel
• Analytical and creative problem-solver who thrives in dynamic environments
• Confident in grasping both technical and business concepts with strong consultative skills
• Experience using tools like Gainsight Salesforce Confluence and Slack
• Fluent in English (additional languages are a plus)
• Passionate about hospitality tech customer success and delivering exceptional experiences

Required Experience:

Manager