Customer Success Associate - German

📋 Description

• • **Join a Revolutionary Hospitality Tech Company**: As a Customer Success Associate (CSA) at Mews Systems, you will play a pivotal role in transforming the global hospitality industry. Mews, a Hotel Tech unicorn valued at $2.5 billion, is leading the digital transformation of hotels worldwide with its cutting-edge property management solution. This role is critical in ensuring that customers successfully transition from sales and onboarding to becoming active, satisfied users of Mews products, ultimately driving product adoption, retention, and revenue growth.
• • **Drive Customer Success at Scale**: In this role, you will focus on the SMB segment and smaller hotel groups, operating within a regional pool structure alongside other CSAs and Customer Success Managers (CSMs). Your mission will be to engage customers at scale, leveraging AI-driven automation to enhance product adoption, retention, and account value. You will act as a trusted advisor, ensuring customers maximize the value of Mews products while preventing churn and fostering long-term relationships.
• • **Daily Responsibilities**:
• • **Discover Opportunities**: Conduct whitespace analysis to identify gaps in product adoption and opportunities for upselling or cross-selling. Use automation tools to qualify customer readiness and drive engagement through targeted outreach.
• • **Engage Customers**: Utilize customer journeys, the Mews Community, webinars, and personalized outreach to engage customers at scale. Your goal will be to create value in every interaction, aligning with customers' desired outcomes and guiding them toward successful product adoption.
• • **Ensure Product Adoption**: Work closely with customers to ensure they adopt Mews products in alignment with key value drivers, such as guest experience, revenue management, and operational efficiency. Close identified opportunities to drive increased usage, upsell, and retention.
• • **Collaborate Cross-Functionally**: Partner with onboarding, support, and product teams to address customer needs, remove blockers, and communicate feedback effectively. Act as the voice of the customer within Mews, ensuring their needs are met and their challenges are resolved.
• • **Demonstrate Product Expertise**: Showcase deep knowledge of Mews products and their value propositions. Guide customers in overcoming obstacles that prevent them from deriving maximum value from their subscriptions.
• • **Prioritize and Problem-Solve**: Use analytical skills to prioritize tasks based on value, timeline, and interdependencies. Think creatively and respond quickly to customer inquiries, ensuring a seamless and positive experience.
• • **About Mews**: Mews is a global leader in hospitality technology, powering over 5,000 customers across more than 85 countries. Our mission is to streamline hotel operations, transform guest experiences, and create more profitable businesses for our clients. Recognized as the Best PMS in the HotelTechAwards for 2020, 2024, and 2025, Mews is committed to innovation, inclusivity, and excellence. Our culture thrives on collaboration, creativity, and a shared passion for reimagining hospitality.
• • **Growth and Development**: At Mews, you will have the opportunity to grow your career in a dynamic, fast-paced environment. You will develop expertise in customer success methodologies, SaaS operations, and the hospitality industry. This role offers the chance to work with cutting-edge AI tools, refine your analytical and problem-solving skills, and contribute to the success of a company that is reshaping an entire industry. Whether you are early in your career or looking to take the next step, Mews provides the resources, mentorship, and flexibility to help you achieve your professional goals.
• • **Impact and Belonging**: Mews values diversity and inclusion, welcoming people from all backgrounds to join our global team. You will have the freedom to be yourself, bring your ideas to life, and make a tangible impact on the future of hospitality technology. With open communication, a supportive team, and a commitment to work-life balance, Mews is not just a workplace—it’s a community where you can thrive.