Job Description
Who is Mews?
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.
Powering over 5,000 customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses.
We're on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading ...
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 distil it down to a job description (which we do because this is a job description), it would be this:
The Enterprise Customer Success Manager (m/f/d) serves as an advocate for Mews' Enterprise customers, ensuring their success by understanding and translating bu siness goals into growth initiatives.
Your strategic expertise are essential for driving revenue growth, ensuring customer satisfaction, and fostering lasting partnerships with enterprise clients. Your adept handling of complex accounts and commitment to exceptional service will be key to achieving mutual success. This role demands a methodical approach through clear frameworks and established methodologies.
Your mission, should you choose to accept it:
- Customer management and growth through opportunity identification, adoption, expansion, and renewal.
- Realization of value through structured end-to-end strategic planning via mutually authored Customer Success Plans and Business review delivery.
- Regulating customer interactions/activities across their entire journey with Mews.
- Analyze partner tech ecosystems to tailor our solutions to their needs.
- Driving synergy and accountability for customer experience/journey through collaboration with various internal functions.
- Managing expectations, commitments and delivery for the customer.
- Managing customer performance, creating forecasting, and managing health/risk.
- Executive communication and governance through business reviews, executive commitments, advisory boards, etc.
- Facilitating a "one business" approach to driving customer growth.
- Overseeing onboarding projects for expansion.
- Collaborating with marketing to build campaigns supporting customer growth and advocacy.
You'll be a great fit if you bring a few of the below with you:
- Proven experience in Customer Success Management at enterprise level, within the SaaS industry.
- Hospitality tech experience, with an understanding of PMS products or other hotel tech solutions (i.e. revenue management, or customer management etc)
- Fluent in German AND English
- Experience in revenue growth and adoption target delivery.
- Strong communicator with the ability to interact at all business levels.
- In-depth understanding of enterprise-level businesses and managing stakeholders.
- Attention to detail, resourcefulness, risk-management capabilities, and a proactive problem-solving attitude.
What's in it for you?
Did you know that Mews was voted the Best PMS of 2024 and has previously held the title of Best Place to Work in Hotel Tech for two consecutive years? You do now. Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks. As well as awesome colleagues and stimulating work, you'll get:
- Participation in the Company shares program
-
Best-in-class Parental Leave Policy. At Mews, as the primary caregiver you get 6 months of fully paid parental leave, and as a secondary caregiver, you get 2 months of fully paid parental leave.
(No matter your location, this can be used during the 1st year and applies if you've been employed for at least 1 year at Mews) - Flexible Benefits via the ThanksBen platform
- Unlimited paid holiday (no, this is not a typo)
- Wellness Wednesday's (once a month, the whole company enjoys a day where you can attend to your own well-being)
- Remote/flexible working (we're 100% hybrid-proof, but we cannot hire from anywhere in the world unfortunately, so feel free to reach out and check with us!)
- Monthly working from home allowance and a monthly healthcare insurance allowance (we want you to be happy & healthy)
- Regular team events and socials
View More