The hospitality industry is uniquely human, and it deserves technology that’s just as inspiring as the people behind it. At Mews, we’re transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences.
You’ll work with smart, curious people who care deeply about what they do. You’ll have autonomy and the trust to make good decisions and move quickly. And you’ll enjoy a real sense of purpose as you see the impact of what we’re building.
If you’re motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you’ll feel at home here.
About the roleLet's get into the specifics. 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 into a job description (which we do because this is a job description), it would be this:
The Senior Customer Success Manager - Enterprise drives the success of a large annual recurring revenue (ARR) book of business, directly working with senior customer stakeholders in large accounts to understand their business goals, advise them on best practice use of Mews solutions, and drive customer satisfaction, growth and advocacy.
The Senior CSM manages all aspects of the customer journey after onboarding, from building strategic account plans aligned with customer needs and supported by the appropriate governance and review cadence, to identifying and positioning new solutions to drive additional value for customers and for Mews, all the while ensuring customer health and driving standardisation and innovation across our customer base.
ResponsibilitiesOwning customer management, with direct responsibility for adoption, expansion, and renewal
Building strong relationships with senior customer stakeholders to drive the success of strategic initiatives across a book of business
Ensuring the realisation of mutual value through structured strategic planning and the delivery of mutually agreed success plans and business reviews
Accurately tracking customer health, satisfaction and commercial opportunities to mitigate risk, identify growth potential, and implement appropriate territory planning approaches for a book of business
Managing contracting for large renewal and growth opportunities, working with the appropriate Mews stakeholders in Sales, Dela Desk and Revenue Operations to ensure deals are set up and managed to maximise upside
Assuring the success of the entire customer journey through partnership with crossfunctional Mews teams for customer marketing, onboarding, technical advisory services, and technical support
Driving long term customer advocacy through representing the voice of the customer within Mews, managing customer engagement with advisory boards or other executive input programs, and securing references for case studies, marketing activities and customer-to-customer
- Located in Spain or France.
- Fluency in English and at least two of the following languages is required: Spanish, Italian, or French.
Proven experience in Customer Success Management for large accounts within the SaaS industry.
In-depth understanding of large business operating structures, workflows and personas
Strong stakeholder management skills up to C level, including excellent communication, goal setting and negotiation skills.
Proven experience in tracking and meeting adoption and revenue generation targets
Ability to proactively problem solve, prioritise and innovate within a very fast moving scaleup culture.
Hospitality tech experience, with an understanding of PMS products or other hotel tech solutions (i.e. revenue management, customer relationship management)
Project management experience across complex technology programs, including experience in leading change management activities
Experience applying strategic business analysis or value mapping frameworks (eg Pestel, VRIO, value stream mapping)
Ability to lead internal innovation programs at a group or regional level
Experience with optimising workflows through the application of agentic AI technologies
Pay Transparency at Mews
Salary ranges are provided in good faith and reflect current market conditions and internal pay structures. Final compensation may be adjusted based on funding, budget constraints, or exceptional candidate qualifications, but will remain within reasonable proximity to the stated range.
This salary disclosure is provided in compliance with applicable pay transparency legislation. We are committed to equal pay practices and prohibit salary history inquiries during our recruitment process.
If the location you're applying from wasn't originally advertised for this role, salary range information is available upon request at any point during the application/interview process - your recruiter will be able to help.
Our success is powered by our incredible people, supported by benefits that help them thrive.
Global benefitsNo matter where you’re based, you’ll enjoy:
- Unlimited paid holiday (yes, really)
- Participation in our company share program
- Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
- An annual Learning budget of €300 (and more for high performers) to support your development
- Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
- A work from anywhere policy with flexibility to work abroad for a few weeks each year
- Relocation options, available after one year
- Flexible, hybrid working options
- A home office setup budget to make your workspace your own and a monthly work-from-home allowance
- Claude tokens, so you can automate workflows and build smarter, more efficient ways of working
You'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.
Life at MewsWe’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company.
We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.
A few things that define how we work:
- High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn’t a detailed playbook for everything, and that’s part of what makes the work challenging – and rewarding.
- Change is constant. We’re growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will thrive.
- We’re remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter. Our teams are global, so we need expert collaborators and communicators to help us move forward together.
- AI is an integral part of our processes. It’s not here to steal people’s jobs, but to amplify efficiency and productivity. We’re motivated to proactively use the technology to seek out better ways of working and share our findings with the rest of the company.
If there's anything we can do to support you during the application process, let us know.
We don't discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic.
One final thing: don't hold back. If you don't meet 100% of the criteria in this job description but you're certain you could make a big impact, apply. Everyone should have equal access to opportunities, and we're committed to providing an inclusive experience.
If Mews sounds like the kind of environment where you'd thrive, we'd love to hear from you.
Skills Required
- Fluency in English and either Spanish or French
- Proven experience in Customer Success Management for large accounts within the SaaS industry
- Strong stakeholder management skills up to C level
- Proven experience in tracking and meeting adoption and revenue generation targets
- Ability to proactively problem solve and prioritise
What We Do
An innovative hospitality management cloud that empowers the modern hotelier to improve performance, maximize revenue, and provide remarkable guest experiences
