Customer Success Manager
About this role
🌍 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:
Customer Success Manager — UK & Ireland
As a Customer Success Manager for the UK & Ireland, you'll own a portfolio of Mid-Market hotel groups and hospitality brands, guiding them to maximum value from the Mews platform. You'll step into a relationship-driven role where your commercial instincts, strategic thinking, and genuine passion for customer outcomes will directly shape retention, growth, and payments adoption across your book of business.
You'll join a team of four CSMs covering all of UKI, working within a broader EMEA mid-market organisation of ~20 CSMs — at a company that just raised $300M in Series D funding and is powering 15,000+ properties across 85 countries.
What you'll own:
A Mid-Market portfolio of ~50 hotel group accounts across UK & Ireland
Driving post-onboarding adoption, retention, and expansion across your book of business
Running regular strategic check-ins and Quarterly Business Reviews (QBRs) with business and IT stakeholders
Building success plans aligned to each customer's commercial goals and ROI targets
Identifying, qualifying, and progressing cross-sell and upsell opportunities (tied to 20% commission)
Driving Payments adoption as a core performance metric
Monitoring account health, proactively managing risk, and escalating where needed
Partnering cross-functionally with Product, Technical Account Managers, and Support to resolve issues and deliver customer outcomes
Maintaining CRM and CS system hygiene (Salesforce, Gainsight)
What success looks like:
Successful CSMs at Mews:
Consistently hitting or exceeding NRR, Payments adoption, and expansion targets
Building deep, trusted relationships across your portfolio that translate to renewals and referrals
Proactively identifying risks before they become churn
Qualifying and progressing a healthy cross-sell pipeline
Being seen by customers as a genuine strategic advisor — not just a support contact
🔍 What we're looking for
We're looking for experienced SaaS Customer Success or Account Management professionals who thrive in commercial, relationship-driven roles — people who think like owners, not support agents.
You likely bring:
3–5 years in Customer Success or Account Management in a B2B SaaS environment
Experience managing a Mid-Market portfolio with accountability for retention and growth
A genuinely commercial mindset — you think about expanding and growing customers, not just keeping them happy
Strong stakeholder management skills across business and technical audiences
Resilience and the ability to navigate complex, multi-stakeholder customer relationships
Comfortable working across multiple systems (Salesforce, Gainsight or similar, BI tools)
Self-driven and independent — you don't need hand-holding to prioritise and execute
Fluent English; a second European language is a strong advantage (Dutch, German, Spanish, French, or Italian)
Responsibilities
- A Mid-Market portfolio of ~50 hotel group accounts across UK & Ireland
- Driving post-onboarding adoption, retention, and expansion across your book of business
- Running regular strategic check-ins and Quarterly Business Reviews (QBRs) with business and IT stakeholders
- Building success plans aligned to each customer's commercial goals and ROI targets
- Identifying, qualifying, and progressing cross-sell and upsell opportunities (tied to 20% commission)
- Driving Payments adoption as a core performance metric
- Monitoring account health, proactively managing risk, and escalating where needed
- Partnering cross-functionally with Product, Technical Account Managers, and Support to resolve issues and deliver customer outcomes
- Maintaining CRM and CS system hygiene (Salesforce, Gainsight)
- Consistently hitting or exceeding NRR, Payments adoption, and expansion targets
- Building deep, trusted relationships across your portfolio that translate to renewals and referrals
- Proactively identifying risks before they become churn
- Qualifying and progressing a healthy cross-sell pipeline
- Being seen by customers as a genuine strategic advisor — not just a support contact
- 3–5 years in Customer Success or Account Management in a B2B SaaS environment
- Experience managing a Mid-Market portfolio with accountability for retention and growth
- A genuinely commercial mindset — you think about expanding and growing customers, not just keeping them happy
- Strong stakeholder management skills across business and technical audiences
- Resilience and the ability to navigate complex, multi-stakeholder customer relationships
- Comfortable working across multiple systems (Salesforce, Gainsight or similar, BI tools)
- Self-driven and independent — you don't need hand-holding to prioritise and execute
- Fluent English; a second European language is a strong advantage (Dutch, German, Spanish, French, or Italian)
- Experience with Property Management Systems (PMS) or hospitality technology
- Background in hospitality, travel, or an adjacent industry
- Experience in a fast-growing, scaling SaaS environment
Requirements
- Direct influence on customer outcomes and company revenue — your 20% commission is tied to real growth, not just activity
- A modern platform customers genuinely love: Best PMS of 2025, two years running
- Exposure to strategic, exec-level stakeholders across some of the UK's most exciting hotel groups
- A team culture built on ownership, trust, and learning — no micromanagement
- A clear career path: CSM → Senior CSM → Team Lead or Strategic roles
- $300M in Series D funding and strong IPO momentum — you're joining at the right time
- 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 Workation policy
- Relocation options available after 1 year
- Monthly 'EDGE' time — dedicated to Explore, Develop, Grow, and Elevate yourself
- Flexible, hybrid working options
- One-off home office setup budget to make your workspace your own
- Monthly working-from-home and healthcare allowances
- Monthly "EDGE" time - dedicated to Explore, Develop, Grow, and Elevate yourself
Nice to have
- Experience with Property Management Systems (PMS) or hospitality technology
- Background in hospitality, travel, or an adjacent industry
- Experience in a fast-growing, scaling SaaS environment
- 🚀 Why join Mews
- Direct influence on customer outcomes and company revenue — your 20% commission is tied to real growth, not just activity
- A modern platform customers genuinely love: Best PMS of 2025, two years running
- Exposure to strategic, exec-level stakeholders across some of the UK's most exciting hotel groups
- A team culture built on ownership, trust, and learning — no micromanagement
- A clear career path: CSM → Senior CSM → Team Lead or Strategic roles
- $300M in Series D funding and strong IPO momentum — you're joining at the right time
- 🎉 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 recognised as a Best Place to Work in Hotel Tech? That success is powered by our incredible people, supported by 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 Workation policy
- Relocation options available after 1 year
- Monthly 'EDGE' time — dedicated to Explore, Develop, Grow, and Elevate yourself
- Flexible, hybrid working options
- One-off home office setup budget to make your workspace your own
- Monthly working-from-home and healthcare allowances
- 📍 Local benefits
- We also tailor benefits to each location — from regional healthcare coverage to team events, socials, and other perks that make Mews life special wherever you are.
- Because at Mews, growth, balance, and belonging aren't just words — they're how we work.
- 🤷🏻 Who is Mews?
- We want to get to know you, so it's only fair we tell you a little about ourselves first. Mews has been transforming hospitality since 2012. What began in a single hotel in Prague now powers thousands of hotels around the world, as they pursue their mission to develop transformational solutions for brands and create remarkable experiences for guests.
- Since the beginning, Mews embraced being different. Mews is not simply a property management system, but a connected hospitality cloud with products across the hotel ecosystem and more integrations than anyone else. From global hospitality brands to independent properties, hoteliers join Mews because they recognise the power of innovation.
- 💭 Life at Mews
- That's what we do, but what about who we are? Mews' culture is special and difficult to capture in words, which makes writing this tricky. You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You'll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person.
- Yes, we're ambitious and we move fast, but we know the value of fun and taking a breather. We have Slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team.
- If our mission, values and Life at Mews sound like your kind of place, we'd love to hear from you!
- Everyone is welcome at Mews
- We're an equal opportunities employer. To reimagine the art of hospitality, we need teams that represent our global and diverse customers and users. Our differences make Mews, so we welcome people of all backgrounds and identities to work with us. We embrace different perspectives, encourage trying new things and want everyone to feel safe bringing their authentic self to work.
- Don't hold back. Even if you don't meet 100% of the criteria listed in this job description, we still encourage you to apply. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic.
- 🤖 AI and Hiring at Mews
- At Mews, we believe AI enhances our work but should not replace what humanises it and makes it individually ours. We see AI as a tool to support research, generate ideas, and drive efficiency — but creativity, critical thinking, and opinions differentiate us. As you apply, feel free to use AI to help structure your thoughts, but ensure your application and conversations with us reflect your personal opinions, capabilities and experience. We're building an AI-enabled workforce, and that starts with people who think independently and bring fresh ideas to the table.
- 🎉 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.