We’re looking for a Manager, Customer Success to lead, inspire, and empower our customers to achieve lasting success with Mews. You’ll guide customers from first implementation through long-term partnership, helping them realize value, adopt best practices, and grow their business with Mews. In this role, you’ll build deep relationships with customer stakeholders, helping them develop effective strategies for governance, change management, and system optimization. You’ll act as a trusted advisor to senior IT and business leaders, ensuring customers see measurable results and exceptional value from our platform. This is a global, cross-functional role that requires both strategic vision and operational precision. You’ll collaborate closely with our project management, product, and commercial teams to champion customer success at scale. ✅ Your mission, should you choose to accept it Build and maintain strong, trust-based relationships with key customer stakeholders at multiple levels Understand each customer’s goals and develop tailored strategies to help them maximize value with Mews Guide customers on organizational setup, governance, and best practices for scalable success Collaborate with the project management team to support onboarding, delivery, and milestone achievement Partner cross-functionally with Product, Support, and Commercial teams to communicate customer needs and drive improvement Analyze customer health and proactively address challenges to increase retention and satisfaction Identify opportunities for account growth and expansion through insight and strategic engagement Contribute to cross-department initiatives and projects that strengthen the overall customer experience You’ll be a great fit if you bring a few of the below with you 5–7 years of experience in a customer-facing or leadership role within SaaS or hospitality tech Strong understanding of PMS products, SaaS platforms, and hospitality operations Proven ability to manage strategic, high-value customer relationships and influence senior stakeholders Excellent communication and presentation skills with a confident, consultative approach Strategic mindset with strong problem-solving and organizational skills Experience with tools such as Salesforce, Asana, Power BI, Slack, or similar Fluent English (additional languages are a plus) Passionate about hospitality, customer success, and building long-term partnerships that drive measurable outcomes
