Enterprise Customer Success Manager
About this role
đ Can you help us change the world?
Itâs true. At Mews, we dream big. As a Hotel Tech unicorn valued at $2.5b, weâre propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution, weâre enabling the worldâs most revolutionary hospitality brands to accelerate their digital transformation.
Weâre 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... đ
đ§đ»âđ» About the role
First things first: you want to know what youâre actually applying for. Itâs impossible to capture every nuance of a role â especially at a rapidly growing company like Mews â 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 Senior Customer Success Manager drives the success of a large annual recurring revenue (ARR) book of business, directly working with senior customer stakeholders in large accounts to understand their business goals, advise them on best practice use of Mews solutions, and drive customer satisfaction, growth and advocacy.
The Senior CSM manages all aspects of the customer journey after onboarding, from building strategic account plans aligned with customer needs and supported by the appropriate governance and review cadence, to identifying and positioning new solutions to drive additional value for customers and for Mews, all the while ensuring customer health and driving standardisation and innovation across our customer base.
Responsibilities
- Owning customer management, with direct responsibility for adoption, expansion, and renewal
- Building strong relationships with senior customer stakeholders to drive the success of strategic initiatives across a book of business
- Ensuring the realisation of mutual value through structured strategic planning and the delivery of mutually agreed success plans and business reviews
- Accurately tracking customer health, satisfaction and commercial opportunities to mitigate risk, identify growth potential, and implement appropriate territory planning approaches for a book of business
- Managing contracting for large renewal and growth opportunities, working with the appropriate Mews stakeholders in Sales, Dela Desk and Revenue Operations to ensure deals are set up and managed to maximise upside
- Assuring the success of the entire customer journey through partnership with crossfunctional Mews teams for customer marketing, onboarding, technical advisory services, and technical support
- Driving long term customer advocacy through representing the voice of the customer within Mews, managing customer engagement with advisory boards or other executive input programs, and securing references for case studies, marketing activities and customer-to-customer
- REQUIRED EXPERIENCE AND SKILLS
- Proven experience in Customer Success Management for large accounts within the SaaS industry.
- In-depth understanding of large business operating structures, workflows and personas
- Strong stakeholder management skills up to C level, including excellent communication, goal setting and negotiation skills.
- Proven experience in tracking and meeting adoption and revenue generation targets
- Ability to proactively problem solve, prioritise and innovate within a very fast moving scaleup culture.
- DESIRED EXPERIENCE AND SKILLS
- Hospitality tech experience, with an understanding of PMS products or other hotel tech solutions (i.e. revenue management, customer relationship management)
- Project management experience across complex technology programs, including experience in leading change management activities
- Experience applying strategic business analysis or value mapping frameworks (eg Pestel, VRIO, value stream mapping)
- Ability to lead internal innovation programs at a group or regional level
- Experience with optimising workflows through the application of agentic AI technologies
- đ Whatâs 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.
- đ Global benefits
- No matter where youâre based, youâll 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.