🌍 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:
Position Overview
As a Customer Success Manager (CSM), you will support customers as they transition from onboarding to active, successful, and long-term users of Mews products. You will be responsible for driving product adoption, retention, customer ROI, and account growth while delivering measurable value across your territory portfolio.
This role combines strategic account management with scalable customer engagement, focusing on SMB and Mid-Market customers. Through a blend of one-to-one interactions, one-to-many activities, automation, and digital initiatives, you will foster strong customer relationships and ensure clients achieve their desired business outcomes.
Customer portfolios are managed through a flexible operating model, which may include:
- Full ownership by an individual CSM
- Partial ownership shared between CSMs
- Collaborative management within a territory pod
- Fully pod-managed portfolios
This structure enables both personalized engagement and scalable impact while ensuring seamless collaboration across regions and teams.
Key Responsibilities
Customer Success & Account Management
- Guide customers through adoption, value realization, and renewal—occasionally engaging during onboarding where needed.
- Build and nurture long-term relationships with business and technical stakeholders.
- Act as a trusted advisor, aligning customer objectives with Mews solutions.
- Drive customer satisfaction, loyalty, and retention across your portfolio.
- Proactively identify risks and implement churn prevention strategies.
- Expand customer accounts through upsell and cross-sell opportunities.
Value Creation & Product Adoption
- Ensure customers maximize the value of Mews products and services.
- Develop and manage Success Plans and Success Snapshots to track outcomes and ROI.
- Leverage data-driven insights, including whitespace analysis, to identify growth opportunities.
- Support customers in achieving measurable business results through increased adoption and optimization.
Scalable Customer Engagement & Commercial Growth
- Engage customers through one-to-one, one-to-many, and automated interactions.
- Drive adoption through webinars, roundtables, community initiatives, targeted outreach, and digital programs.
- Utilize CRM tools to automate customer journeys and monitor health metrics.
- Contribute to pipeline generation and revenue growth through strategic account planning.
- Identify and qualify expansion opportunities aligned with customer goals.
- Collaborate with Sales and RevOps to ensure seamless account transitions and growth initiatives.
Cross-Functional Collaboration
- Partner closely with Sales, Onboarding, Support, Product, Technical Account Managers, and Marketing.
- Collaborate with internal teams to resolve customer challenges and deliver optimal solutions.
- Advocate for customer needs and provide actionable feedback to Product and Engineering teams.
- Support cross-departmental initiatives and strategic projects.
Strategic Advisory & Change Management
- Understand customer business goals and recommend best practices for growth and optimization.
- Provide guidance on governance, change management, and operational improvements.
- Support customers in adopting new technologies and workflows.
- Assist in planning and delivering strategic customer initiatives alongside project teams.
Portfolio & Territory Pod Collaboration
- Manage customer portfolios individually or within territory pods, depending on business needs.
- Collaborate with regional teams to ensure consistent and scalable customer engagement.
- Share ownership of accounts where applicable to maximize efficiency and impact.
- Contribute to regional strategies and territory success.
Requirements
Experience
- 2–5 years of experience in Customer Success, Account Management, or a similar customer-facing role.
- Experience in SaaS and/or the hospitality industry preferred.
- Proven track record of managing customer relationships, driving retention, and delivering revenue growth.
- Experience working in cross-functional and fast-paced environments.
Skills & Competencies
- Fluency in English and German
- Strong customer-centric mindset and relationship-building abilities.