Back to all roles

Enterprise Customer Success Manager

General

🌍 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 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

🎉 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.

  • 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 (where local healthcare benefits are not in avaliable)

📍 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 bit 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 recognize the power of innovation. They understand that they can benefit from hotel tech that drives efficiency, maximizes revenue, and improves guest happiness.

Powering over 5,000 customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses. 

Ranked 24th in the FT 1000 list of the fastest-growing European companies in 2021, Mews has been recognized as the Best PMS by industry peers at the HotelTechAwards in both 2020 and 2024, consistently earning acclaim. Mews also achieved finalist status in 2021 and 2022. What's more, we take immense pride in being listed among the Best Places to Work in Hotel Tech during those same years and again this year. But our achievements don't stop there; Mews was also listed among the World's Best Hotel PMS Provider 2023 and as the World's Best Independent Hotel PMS Provider 2022 and 2023 by the World Travel Tech Awards.

💭 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. Sometimes the work can be challenging and there can be a lot of it, but you’ll always be able to rely on those around you.

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. If this sounds like you and you’re ready to join a global, innovative and exciting community, we’d love to hear from you.

One very important note: 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 believe everyone should have equal access to opportunities and we’re committed to providing an inclusive experience, so please let us know if there’s anything we can do to support you during the application process. 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. We can’t wait to hear from you.

🤖 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. Because at Mews, making work more human is the ultimate goal.