Customer Success Manager - German

📋 Description

• • **Transform the Hospitality Industry with Mews** – As a Customer Success Manager (CSM) specializing in the German market, you will play a pivotal role in shaping the future of hospitality technology. Mews, a Hotel Tech unicorn valued at $2.5 billion, is revolutionizing the global hospitality sector with its cutting-edge cloud-based property management solution. Your work will directly impact how hotels and hospitality brands accelerate their digital transformation, ensuring they maximize the value of Mews products while fostering long-term customer relationships. This role is ideal for someone who thrives in a dynamic, customer-centric environment and is passionate about driving measurable business outcomes for clients.
• • **Day-to-Day Responsibilities: Driving Customer Success and Growth** – In this role, you will wear multiple hats, blending strategic account management with hands-on customer engagement. Your daily tasks will include:
• • **Guiding Customers Through Their Journey** – Support customers as they transition from onboarding to becoming active, successful, and long-term users of Mews products. You will act as a trusted advisor, aligning their objectives with Mews solutions to ensure they achieve their desired business outcomes.
• • **Building and Nurturing Relationships** – Develop and maintain strong relationships with both business and technical stakeholders across your portfolio. Your ability to act as a strategic partner will be key to driving customer satisfaction, loyalty, and retention.
• • **Driving Product Adoption and Value Realization** – Ensure customers maximize the value of Mews products by developing and managing Success Plans and Success Snapshots. These tools will help track outcomes, ROI, and identify growth opportunities through data-driven insights, including whitespace analysis.
• • **Scalable Customer Engagement** – Engage customers through a mix of one-to-one interactions, one-to-many activities (such as webinars and roundtables), and automated digital initiatives. Leverage CRM tools to automate customer journeys and monitor health metrics, ensuring scalable and efficient engagement.
• • **Identifying and Mitigating Risks** – Proactively identify potential risks to customer retention and implement churn prevention strategies. Your ability to anticipate challenges and address them early will be critical to maintaining a healthy portfolio.
• • **Expanding Customer Accounts** – Identify upsell and cross-sell opportunities aligned with customer goals. Collaborate with Sales and Revenue Operations (RevOps) teams to ensure seamless account transitions and revenue growth.
• • **Cross-Functional Collaboration** – Work closely with internal teams, including Sales, Onboarding, Support, Product, Technical Account Managers, and Marketing, to resolve customer challenges and deliver optimal solutions. Advocate for customer needs by providing actionable feedback to Product and Engineering teams.
• • **Strategic Advisory and Change Management** – Understand customer business goals and recommend best practices for growth and optimization. Support customers in adopting new technologies and workflows, and assist in planning and delivering strategic initiatives alongside project teams.
• • **Portfolio and Territory Pod Collaboration** – Manage customer portfolios individually or within territory pods, depending on business needs. Collaborate with regional teams to ensure consistent and scalable customer engagement, sharing ownership of accounts where applicable to maximize efficiency and impact.
• • **About Mews: A Company That Values Innovation and Impact** – Mews is not just another tech company; it’s a mission-driven organization that empowers hospitality brands to reimagine their operations and guest experiences. With over 5,000 customers across more than 85 countries, Mews is a leader in hospitality technology, recognized as the Best PMS (Property Management System) by industry peers and listed among the fastest-growing European companies. The company fosters a culture of innovation, collaboration, and inclusivity, where every employee’s voice is heard, and ideas are brought to life. Whether you’re working remotely or in the office, you’ll be part of a global team that values fun, creativity, and a shared commitment to excellence.
• • **What You’ll Learn and Achieve** – This role offers a unique opportunity to develop a diverse skill set while making a tangible impact on the hospitality industry. You will:
• • **Master Customer Success in a High-Growth SaaS Environment** – Gain deep expertise in managing customer relationships, driving product adoption, and delivering measurable value in a fast-paced SaaS setting. Your experience will be invaluable for future roles in customer success, account management, or even leadership positions within the tech industry.
• • **Develop Strategic and Analytical Thinking** – Learn to leverage data-driven insights to identify growth opportunities, mitigate risks, and optimize customer outcomes. This role will sharpen your ability to think strategically and translate insights into actionable plans.
• • **Enhance Your Collaboration and Leadership Skills** – Work with cross-functional teams to advocate for customer needs and drive initiatives that span departments. You’ll build leadership skills by supporting strategic projects and contributing to regional strategies.
• • **Expand Your Industry Knowledge** – Deepen your understanding of the hospitality sector, including the challenges and opportunities faced by hotels and hospitality brands. This knowledge will position you as a subject matter expert and open doors to specialized roles in hospitality technology.
• • **Grow Professionally in a Supportive and Inclusive Culture** – Mews is committed to fostering an environment where employees can thrive. With benefits like unlimited paid holiday, flexible working options, and dedicated time for personal development, you’ll have the support to grow both personally and professionally.
• • This role is perfect for someone who is ambitious, customer-focused, and eager to make a difference in an industry that is rapidly evolving. If you’re ready to take on a challenging yet rewarding position where your work directly impacts customer success and business growth, Mews is the place for you.