🌍 Can you help us change the world?
It’s true. 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.
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 and tumble down the Mews rabbit hole... 🐇
🧑🏻 💻 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 distill it down to a job description (which we do because this is a job description), it would be this:
We’re looking for a Director, Customer Success Operations to be the operational engine behind our fast-scaling CS organisation. Reporting to the VP of Revenue Operations, you’ll partner closely with CS leadership and cross-functional stakeholders to deliver the data, insights, and planning needed to drive customer adoption, upsell, and retention.
This is a hands-on leadership role where you’ll oversee the CS Ops team, improve forecasting and planning, and build proactive reporting frameworks that move beyond reactive reporting. You’ll help Mews scale with confidence, enabling leaders to make better, faster decisions grounded in accurate data and strong predictive analysis.
✅ Your mission, should you choose to accept it
- Drive insights and strategic decision-making by turning data into proactive recommendations for CS leaders
- Lead the development of data-driven processes, including upsell reporting, ICP design, and target account selection
- Own and evolve forecasting processes for renewals and upsells, partnering with FP&A on long-term planning
- Collaborate with Deployment, Customer Success, Experience, and Support leaders to optimise the post-sale journey
- Create reporting frameworks and dashboards tailored to reps, managers, and executives
- Manage and develop the CS Ops team, raising the bar for analysis, insight, and stakeholder impact
- Improve processes and tooling to reduce manual effort, increase forecast accuracy, and streamline operations
- Partner cross-functionally with Sales Ops, RevOps Data & Systems, and GTM leadership to align on shared priorities
🤝 You’ll be a great fit if you bring a few of the below with you
- Extensive experience leading in CS Ops, Sales Ops, or Revenue Operations with a proven track record in analytics and planning
- Strong business acumen and ability to partner strategically with senior CS and GTM leaders
- Proven team leadership experience, building high-performing ops or analytics teams
- Expertise in Salesforce and reporting tools (e.g. Power BI), with the ability to design scalable frameworks
- Forecasting experience, ideally across renewals and upsell motions in a SaaS environment
- Comfortable working in complex, fast-scaling organisations (100+ stakeholders) with enterprise-to-midmarket reach
- Strong communication, influencing, and stakeholder management skills, able to hold your own with senior leaders
- Hands-on approach with data, balanced with the ability to think and act strategically
🎉 What’s in it for you?
Did you know that Mews was named the Best PMS of 2025—for the second year in a row—and has previously been recognized as the Best Place to Work in Hotel Tech for two consecutive years? Now you do! While much of this success is thanks to our incredible team, part of it is also because of the fantastic perks we offer. Beyond working alongside amazing colleagues and tackling exciting challenges, you’ll enjoy:
- 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)
- Curiosity is part of our DNA - we’re bold, edgy, and never afraid to blaze new trails. EDGE is how we bring that spirit to life for our people. So, how do we get our EDGE at Mews?
- Once a month, we carve out protected time to Explore, Develop, Grow, and Elevate - time to focus on yourself, your growth, and your future. Because when we grow, we thrive. EDGE is an opportunity to step outside of the day-to-day, leaning into your curiosity, and build the skills that keep you - and all of us - future-ready.
- Flexible Benefits via the ThanksBen platform
- Unlimited paid holiday (no, this is not a typo)
- 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
