We’re looking for a Customer Onboarding and Experience Manager (COXM) to help new Mews customers start strong and stay successful. You’ll 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. You’ll be the trusted advisor helping customers adopt Mews products, optimize performance, and unlock value across their operations. Beyond onboarding, you’ll use scalable engagement tools and automation to drive long-term adoption, retention, and revenue growth across your portfolio. If you’re 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 You’ll be a great fit if you bring a few of the below with you 2–5 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
