Mews is seeking a Senior Customer Success Manager to join their UK & Ireland team. The role will involve owning a complex portfolio of Mid-Market hotel groups and multi-property chains, acting as a trusted strategic partner at executive level. The successful candidate will have 5+ years of experience in Customer Success, Account Management, or Implementation in B2B SaaS, with a proven track record of leading strategic customer initiatives and driving measurable outcomes.
Requirements
- 5+ years of experience 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
Benefits
- 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 available)
- Regional healthcare coverage to team events, socials, and other perks that make Mews life special wherever you are
