At a Glance
- Tasks: Drive customer success for hotel brands, ensuring they maximise value from our platform.
- Company: Join Mews, a $2.5b hotel tech unicorn transforming the hospitality industry.
- Benefits: Enjoy unlimited holiday, flexible working, and a share in our success.
- Other info: Dynamic culture with opportunities for growth and a focus on work-life balance.
- Why this job: Be a key player in revolutionising hospitality with innovative cloud technology.
- Qualifications: 3-5 years in SaaS Customer Success or Account Management, strong relationship skills.
The predicted salary is between 45000 - 55000 £ per year.
Can you help us change the world? 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.
About the role
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.
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:
- 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
- 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.
Who is Mews?
Mews has been transforming hospitality since 2012. What began in a single hotel in Prague now powers thousands of hotels around the world, as they pursue their mission to develop transformational solutions for brands and create remarkable experiences for guests. Since the beginning, Mews embraced being different. Mews is not simply a property management system, but a connected hospitality cloud with products across the hotel ecosystem and more integrations than anyone else. From global hospitality brands to independent properties, hoteliers join Mews because they recognise the power of innovation.
Life at Mews
Mews' culture is special and difficult to capture in words. You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You'll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person. Yes, we're ambitious and we move fast, but we know the value of fun and taking a breather. We have Slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team.
If our mission, values and Life at Mews sound like your kind of place, we'd love to hear from you!
Everyone is welcome at Mews
We're an equal opportunities employer. To reimagine the art of hospitality, we need teams that represent our global and diverse customers and users. Our differences make Mews, so we welcome people of all backgrounds and identities to work with us. We embrace different perspectives, encourage trying new things and want everyone to feel safe bringing their authentic self to work. Don't hold back. Even if you don't meet 100% of the criteria listed in this job description, we still encourage you to apply. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic.
AI and Hiring at Mews
At Mews, we believe AI enhances our work but should not replace what humanises it and makes it individually ours. We see AI as a tool to support research, generate ideas, and drive efficiency — but creativity, critical thinking, and opinions differentiate us. As you apply, feel free to use AI to help structure your thoughts, but ensure your application and conversations with us reflect your personal opinions, capabilities and experience. We're building an AI-enabled workforce, and that starts with people who think independently and bring fresh ideas to the table.
Customer Success Manager employer: Mews
At Mews, we pride ourselves on being a forward-thinking employer that champions innovation and personal growth within the hospitality tech sector. Our vibrant work culture fosters collaboration and trust, allowing you to make a direct impact on customer success while enjoying unparalleled benefits like unlimited paid holiday and flexible working options. Join us in our mission to transform hospitality, and take advantage of clear career progression opportunities in a company recognised as one of the best places to work in hotel tech.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mews. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mews before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mews:Your cover letter is your chance to shine! Tell us why you want to work at Mews specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mews!
How to prepare for a job interview at Mews
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
