🌍 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:
At Mews, we’re on an exciting journey of rapid growth, expanding our product offerings, and redefining what it means to be a trusted partner for our customers. We are seeking a (Senior) Director of Customer Success to lead and manage relationships with some of our largest accounts globally.
In this high-visibility leadership role, you’ll be responsible for ensuring our customers achieve maximum value through our solutions, driving value realization and lifetime value for our expanding product suite. This role offers the unique opportunity to shape the future of Customer Success at Mews, with a strong focus on scaling processes and building a high-performing team as we continue to grow quickly.
Reporting directly to the VP of Deployment and Client Engagement, you will oversee our Enterprise Customer Success team, fostering a collaborative culture while driving cross-sell and upsell opportunities. This is an exciting opportunity for a leader with a builder mindset who thrives on making a strategic impact while scaling teams and processes globally.
This role will require regular travel to engage with customers and understand their needs, strengthening relationships to ensure we continue to be a valued partner.
✅ Your mission, should you choose to accept it:
- Lead our Enterprise Customer Success strategy with a builder mindset, designing and implementing processes that scale with the growth of the business while delivering consistent, high-value customer success outcomes.
- Drive cross-sell and upsell opportunities across Mews’ diverse product offerings, ensuring customers unlock the full potential of our solutions.
- Build and develop a strong, experienced 10+ Customer Success team, fostering a positive, people-oriented culture that emphasizes coaching, talent development, and team collaboration.
- Coach and mentor team to provide guidance on complex customer situations and strategic decision-making.
- Cultivate senior-level customer relationships, managing the delivery of exceptional service for strategic, high-profile accounts.
- Collaborate cross-functionally with product, marketing, sales, and leadership to ensure Customer Success initiatives align with overall business strategy.
- Use data-driven insights to continuously improve customer success processes and provide valuable feedback to the product team for future developments.
- Act as a key voice for the customer within the company, ensuring their feedback is integrated into product roadmaps and strategic decisions.
🤝️ You’ll be a great fit if you bring a few of the below with you:
- Proven experience leading global SaaS Enterprise customer success teams in a multi-product environment.
- Experience managing Enterprise accounts ($1mn+ ARR), across deployment and customer success with a focus on long-term strategic partnerships and value creation.
- A builder mindset with a demonstrated ability to develop scalable processes while ensuring excellent customer experiences.
- Excellent analytical skills with the ability to leverage data to drive both business strategy and cross-sell and upsell initiatives based on customer insights
- Monitor and analyze key performance metrics, including customer churn and revenue expansion, providing regular reporting for C-level consumption and forecasting.
- Strong people management and leadership skills, with a proven ability to coach, develop, and inspire high-performing teams.
- Experience collaborating cross-functionally with product, marketing, and sales teams to drive customer success.
- Fintech experience is a plus, especially in industries focused on cost optimization and growth.
🎉 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
