We're looking for a Customer Onboarding Lead to own the regional delivery of Mews' onboarding journey and ensure a remarkable customer experience at every step. You'll lead a team of 8–12 onboarding specialists, coaching and developing talent while driving excellence in execution, process, and customer outcomes.
As the single regional point of contact for onboarding, you'll collaborate with Sales, Customer Success, Enablement, and Central Operations to align priorities, remove blockers, and deliver consistent, scalable success. This role reports to the Director of General Customer Onboarding and plays a key part in shaping how new customers experience Mews from day one.
Your mission, should you choose to accept it
- Lead, coach, and develop a team of 8–12 onboarding professionals, driving performance, accountability, and certification.
- Oversee selected high-value client onboardings to mentor team members and ensure delivery standards.
- Serve as the single regional point of contact for onboarding, aligning and communicating one unified strategy across product lines.
- Own onboarding KPIs and outcomes, publishing regular performance updates and insights.
- Partner with Sales on deal readiness, capacity planning, and improving package accuracy.
- Collaborate with Customer Success and Enablement to ensure seamless post–go-live handovers and early adoption readiness.
- Monitor support case trends and customer signals, feeding actionable insights back to Product and Enablement.
- Support global rollouts, governance frameworks, and RACI creation to drive consistency and transparency.
You'll be a great fit if you bring a few of the below with you
- 5+ years' experience in onboarding, project management, or training within hospitality tech, SaaS, or tech environments.
- Proven experience managing and developing a team of individual contributors.
- Bachelor's degree in Hotel Management, Travel Business, IT, or a related field.
- Strong analytical and quantitative mindset; confident using data to drive actions and decisions.
- Skilled in project management, goal setting, prioritization, and facilitative decision-making.
- Excellent communicator, with clear and concise written and verbal skills across diverse audiences.
- Collaborative problem solver who thrives in a fast-paced, cross-functional environment.
- Passionate about delivering exceptional customer experiences and operational excellence.