Customer Success Manager

Help make the world more hospitable

The hospitality industry is uniquely human, and it deserves technology that’s just as inspiring as the people behind it. At Mews, we’re transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences.

You’ll work with smart, curious people who care deeply about what they do. You’ll have autonomy and the trust to make good decisions and move quickly. And you’ll enjoy a real sense of purpose as you see the impact of what we’re building.

If you’re motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you’ll feel at home here.

About the role

Let's get into the specifics. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it into a job description (which we do because this is a job description), it would be this:

You'll own net revenue retention across a portfolio of around 60 hotel group accounts across Spain, Italy and Portugal, with your success measured by closed cross-sell revenue rather than pipeline generated. Hotel groups operate complex, multi-stakeholder environments, from property-level operators to executive decision-makers, and this role exists to turn that complexity into expanding, healthy accounts rather than accounts that plateau after the initial sale. It's a chance to run a strategic portfolio inside a pod-based model, owning customer outcomes and commercial success while specialists handle execution alongside you.

You'll identify, qualify and advance cross-sell and upsell opportunities across RMS, POS, Payments and Terminals, build and run strategic QBRs and account success plans, and monitor account health and risk signals through Hook AI, our account health platform.

Growing accounts in hospitality means navigating layered stakeholder structures and multiple product lines at once, and most of that work depends on someone owning the full relationship rather than a single touchpoint. This role exists to be that owner.

What you would do

• Own NRR across a ~60-account portfolio in Spain, Italy and Portugal, with success measured primarily through closed cross-sell revenue rather than pipeline generation
• Proactively identify, qualify and advance cross-sell and upsell opportunities across RMS, POS, Payments and Terminals, partnering with Client Sales to drive conversion
• Build and execute strategic QBRs and account success plans aligned to customer business goals and growth opportunities
• Monitor account health and risk signals through Hook AI, taking proactive action on adoption, retention and expansion opportunities
• Navigate complex stakeholder environments across hotel groups, from property-level operators to executive decision-makers