Customer Success Manager

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)

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 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.