Customer Success Manager – Public Sector
At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, 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
We’re looking for a Manager, Customer Success to lead, inspire, and empower our customers to achieve lasting success with Mews. You’ll guide customers from first implementation through long‑term partnership, helping them realize value, adopt best practices, and grow their business with Mews. In this role you’ll build deep relationships with customer stakeholders, help them develop effective strategies for governance, change management, and system optimisation, and act as a trusted advisor to senior IT and business leaders to ensure measurable results and exceptional value from our platform. This global, cross‑functional role requires both strategic vision and operational precision, collaborating closely with project management, product, and commercial teams to champion customer success at scale.
Mission
- Build and maintain strong, trust‑based relationships with key customer stakeholders at multiple levels.
- Understand each customer’s goals and develop tailored strategies to help them maximise value with Mews.
- Guide customers on organisational setup, governance, and best practices for scalable success.
- Collaborate with the project management team to support onboarding, delivery, and milestone achievement.
- Partner cross‑functionally with Product, Support, and Commercial teams to communicate customer needs and drive improvement.
- Analyse customer health and proactively address challenges to increase retention and satisfaction.
- Identify opportunities for account growth and expansion through insight and strategic engagement.
- Contribute to cross‑department initiatives and projects that strengthen the overall customer experience.
Fit
- 5–7 years of experience in a customer‑facing or leadership role within SaaS or hospitality tech.
- Strong understanding of PMS products, SaaS platforms, and hospitality operations.
- Proven ability to manage strategic, high‑value customer relationships and influence senior stakeholders.
- Excellent communication and presentation skills with a confident, consultative approach.
- Strategic mindset with strong problem‑solving and organisational skills.
- Experience with tools such as Salesforce, Asana, Power BI, Slack, or similar.
- Fluent English (additional languages are a plus).
- Passionate about hospitality, customer success, and building long‑term partnerships that drive measurable outcomes.
Perks
- Participation in the Company Shares Program.
- Best‑in‑class Parental Leave Policy: 6 months fully paid for primary caregiver, 2 months for secondary, applicable after 1 year of employment.
- Monthly EDGE time for personal growth, exploration, and skill development.
- Flexible Benefits via the ThanksBen platform.
- Unlimited paid holiday.
- Remote/flexible working (hybrid proven, limited location).
- Monthly working‑from‑home allowance and monthly healthcare insurance allowance.
- Regular team events and socials.
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