Customer Success Associate - Italian

🌍 Can you help us change the world?

It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $2.5b, we’re propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution, we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation.

We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole... 🐇

🧑🏻‍💻 About the role

First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distill it down to a job description (which we do because this is a job description), it would be this:

The Customer Success Associate (CMA) will support customers as they transition from sales and onboarding to active and successful users of Mews products. The CSA will focus on the SMB segment and smaller groups, operating out of a pool structure with regional CSA and CSM’s (Customer Success Manager) where you will engage at scale and utlize AI for automation and to drive product adoption, retention and increase total account value of our customers.

✅ Your mission, should you choose to accept it:

CSA will operate with the value drivers as a backbone in their daily operations on how to drive success with Mews customers

Guest Experience (ex; Guest Journey, Payment flow, Security)

Increasing Revenue (Revenue Management, Space utilization)

Efficiency (Automation, Time on Tasks)

The methodology to execute on the value drivers will follow 3 basic steps, Discover >> Engage >> Adopt, where AI will be your best friend when engaging at scale.

Discover: Review market through whitespace analysis to find opportunities for product adoption and upsell/cross-sell. Use automation to drive customer journey and qualify customers readiness to buy or engage with Mews product and tools.

Engage: Engage at scale (one-to-many) with value drivers as guide via customer journeys, Mews Community, webinars, targeted outreach for product adoption and to host conversations of value when the customer is ready to engage. In ALL engagement the goal will be to create customer value and align on desired outcomes.

Adopt: Ensuring product adoption in relation to the value drivers, to drive increased usage, upsell and retention by closing the discovered opportunities with a desired outcome

In addition, you’ll… work closely with the onboarding and support teams, preventing churn and acting as a trusted advisor to ensure that every customer has every logical product to maximise the value of these while

Additional responsibilities:

Demonstrate strong knowledge of the Mews products and the value that can be derived from these products for customers to reach their goals in association with the value drivers

Guide customers towards proactively identifying blockers which prevent them from getting the most value out of their products and working cross-functionally toward a successful outcome

Working collaboratively across internal teams and effectively communicating customers’ needs with relevant product teams

🤝 You’ll be a great fit if you bring a few of the below with you:

Experience working in cross-functional and customer facing role

Experience in a similar role in the SaaS and/or Hospitality industry

Ability to prioritize tasks on value, timeline and interdependency

Creative thinking and analytical skills with the ability to think and respond quickly in front of customers

Ability to grasp technological and business concepts

Experience using Gainsight, Salesforce, Confluence and Slack is a plus

Fluency in English and Italian

🎉 What’s in it for you?

Did you know Mews was named Best PMS of 2025 - for the second year in a row - and twice recognized as a Best Place to Work in Hotel Tech?

That success is powered by our incredible people and supported by the benefits that help them thrive.

🌍 Global benefits

No matter where you’re based, you’ll enjoy:

Participation in our company share program

Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)

Unlimited paid holiday (yes, really)

Work from anywhere - enjoy the flexibility to work from other countries for a few weeks each year through our compliant and flexible Workation policy.