Senior Customer Success Manager

Senior Customer Success Manager — UK & Ireland

As a Senior Customer Success Manager for the UK & Ireland, you'll own a complex portfolio of Mid-Market hotel groups and multi-property chains, acting as a trusted strategic partner at executive level. You'll set the standard for what great Customer Success looks like at Mews — building playbooks, mentoring peers, and driving measurable outcomes across retention, expansion, and payments growth.

This is a net new, high-impact role joining a growing UKI cluster 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 complex, higher-value Mid-Market portfolio — larger hotel groups, regional clusters, and enterprise-adjacent accounts across UK & Ireland
• Leading executive-level business reviews, governance discussions, and strategic account planning
• Owning retention, Payments performance, and expansion outcomes end-to-end
• Designing and executing multi-property rollouts, adoption programmes, and group-level governance frameworks
• Identifying and qualifying cross-sell and upsell pipeline (tied to 20% commission)
• Building scalable playbooks, QBR templates, and best-practice artefacts that elevate the wider CS team
• Informally coaching and mentoring CSMs on portfolio strategy, stakeholder management, and execution
• Leading or materially contributing to cross-functional pilots and taskforces
• Using AI-powered tools to improve workflows, reporting, and communication — and helping the team adopt them
• Maintaining high standards of CRM and CS data hygiene (Salesforce, Gainsight, Power BI)

What success looks like:

Successful Senior CSMs at Mews:

• Consistently exceeding NRR, Payments, and expansion targets across a complex portfolio
• Recognised internally as the go-to expert for strategic customer situations and escalations
• Delivering executive-level business reviews that land with C-suite stakeholders
• Contributing playbooks and frameworks that improve execution standards across multiple books of business
• Being the benchmark for high performance in the UKI CS team

🔍 What we're looking for

We're looking for experienced senior SaaS Customer Success professionals who thrive in commercial, relationship-driven roles — people who think like owners, not support agents.

You likely bring:

• 5+ years in Customer Success, Account Management, or Implementation in B2B SaaS
• Proven experience owning a complex, higher-value Mid-Market or enterprise-adjacent portfolio
• Track record of leading strategic customer initiatives: multi-property rollouts, governance programmes, executive business reviews
• Commercial mindset with clear impact on NRR, expansion, and Payments performance
• Advanced communication skills — able to influence and present at C-suite and exec level
• Experience mentoring peers or contributing to team-wide operating standards
• Technical fluency: able to frame integration, data, and workflow challenges conceptually and coordinate resolution
• Comfortable with AI-powered tools and eager to experiment with new ways of working
• Fluent English; a second European language is strongly preferred (Dutch, German, Spanish, French, or Italian)

Bonus:

• 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 net new role with real scope to shape how Senior CS operates at Mews across UKI
• $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.