Customer Success Manager - German (m/f/d)

📋 Description

• • **Transform the Future of Hospitality with Mews** – As a Customer Success Manager (CSM) specializing in German-speaking markets, you will play a pivotal role in shaping the success of hotels and hospitality brands using Mews’ cutting-edge property management solutions. This role is critical in driving digital transformation within the global hospitality industry, enabling customers to maximize the value of Mews products while fostering long-term relationships. Your work will directly contribute to the growth of a $2.5 billion unicorn that is redefining how hotels operate, innovate, and thrive in an increasingly competitive landscape.
• • **What You’ll Do Day-to-Day** – Your responsibilities will blend strategic account management with hands-on customer engagement, ensuring that SMB and Mid-Market customers achieve their business objectives while driving measurable outcomes for Mews. Here’s a detailed look at your daily and long-term tasks:
• • **Drive Product Adoption and Customer ROI** – Guide customers through the transition from onboarding to active usage, ensuring they fully adopt Mews products and realize tangible business value. Develop and manage Success Plans and Success Snapshots to track customer outcomes, ROI, and growth opportunities. Leverage data-driven insights, including whitespace analysis, to identify upsell and cross-sell opportunities that align with customer goals.
• • **Build and Nurture Long-Term Relationships** – Act as a trusted advisor to business and technical stakeholders, aligning their objectives with Mews solutions. Foster strong relationships through one-to-one interactions, one-to-many engagements (such as webinars and roundtables), and automated digital initiatives. Your role will be to ensure customer satisfaction, loyalty, and retention across your portfolio, while proactively identifying and mitigating risks to prevent churn.
• • **Expand Accounts and Generate Revenue** – Identify expansion opportunities within customer accounts and collaborate with Sales and Revenue Operations (RevOps) teams to drive pipeline generation and revenue growth. Utilize CRM tools to automate customer journeys, monitor health metrics, and ensure seamless transitions between sales and customer success teams. Your strategic account planning will directly contribute to Mews’ commercial success.
• • **Collaborate Across Teams** – Work closely with Onboarding, Support, Product, Technical Account Managers, and Marketing teams to resolve customer challenges and deliver optimal solutions. Advocate for customer needs by providing actionable feedback to Product and Engineering teams, ensuring that Mews solutions evolve to meet market demands. Support cross-functional initiatives and strategic projects that enhance customer experience and operational efficiency.
• • **Provide Strategic Advisory and Change Management** – Understand customer business goals and recommend best practices for growth, optimization, and operational improvements. Assist customers in adopting new technologies and workflows, ensuring they stay ahead of industry trends. Support the planning and delivery of strategic initiatives alongside project teams, helping customers achieve measurable business results.
• • **Manage Customer Portfolios with Flexibility** – Depending on business needs, you may manage customer portfolios individually, share ownership with other CSMs, or collaborate within a territory pod. This flexible operating model ensures personalized engagement while maximizing efficiency and impact. Contribute to regional strategies and territory success by collaborating with global teams to ensure consistent and scalable customer engagement.
• • **About Mews and the Team** – Mews is a global leader in hospitality technology, powering over 5,000 customers across more than 85 countries. Our mission is to streamline operations for modern hoteliers, transform the guest experience, and create more profitable businesses. As a company, we embrace innovation, diversity, and a customer-centric approach. The Customer Success team at Mews is a dynamic, cross-functional group that works closely with Sales, Product, and Support teams to ensure customers achieve their desired outcomes. We value collaboration, creativity, and a passion for hospitality, and we’re looking for someone who shares these values to join our growing team.
• • **What You Can Learn and Achieve** – This role offers a unique opportunity to develop expertise in customer success, account management, and strategic advisory within the fast-growing hospitality tech industry. You’ll gain hands-on experience in driving product adoption, managing customer relationships, and contributing to revenue growth. Additionally, you’ll have the chance to work with cutting-edge tools like Gainsight, Salesforce, and Jira, enhancing your technical and analytical skills. At Mews, we prioritize professional growth, offering dedicated "EDGE" time each month to explore, develop, and elevate your skills. Whether you’re looking to advance your career in customer success, transition into a leadership role, or deepen your understanding of the hospitality industry, this role provides the platform to achieve your goals.