Customer Success Manager - Gujarati

📋 Description

• • As a Customer Success Manager within the AAHOA partnership, you will be instrumental in guiding a portfolio of Small and Medium-sized Businesses (SMB) and Mid-Market hotel groups and hospitality brands to achieve maximum value from the Mews platform. This is a pivotal relationship-driven role where your commercial acumen, strategic foresight, and genuine dedication to customer success will directly influence retention rates, drive expansion opportunities, and promote the adoption of Mews Payments across your assigned portfolio. You will primarily engage with hotel owners and operators affiliated with the Asian American Hotel Owners Association (AAHOA) and independent hotel operators, while also contributing to the success of clients outside of the AAHOA network.
• • Your day-to-day responsibilities will encompass managing a diverse portfolio of Mid-Market and SMB hotel group accounts, focusing on driving post-onboarding adoption, ensuring customer retention, and identifying expansion opportunities within your book of business. You will be responsible for conducting regular strategic check-ins and Quarterly Business Reviews (QBRs) with key business and IT stakeholders to align on goals and performance. A core part of your role will involve developing tailored success plans that are meticulously aligned with each customer's unique commercial objectives and Return on Investment (ROI) targets. You will actively identify, qualify, and progress cross-sell and upsell opportunities, which are directly tied to a 20% commission structure, making a tangible impact on revenue growth. A significant performance metric will be driving the adoption of Mews Payments, ensuring clients leverage this integrated solution. You will diligently monitor account health, proactively manage potential risks, and escalate issues as needed to ensure seamless customer experience. Collaboration will be key as you partner cross-functionally with Product, Technical Account Managers, and Support teams to resolve complex issues and deliver exceptional customer outcomes. Maintaining the hygiene of CRM and CS systems, specifically Salesforce and Gainsight, will be crucial for accurate data tracking and reporting.
• • Success in this role is defined by consistently meeting or exceeding Net Revenue Retention (NRR), Payments adoption, and expansion targets. You will build deep, trusted relationships across your portfolio, fostering loyalty that translates into successful renewals and valuable referrals. A proactive approach to identifying and mitigating risks before they lead to churn is paramount. You will cultivate and progress a healthy cross-sell pipeline, contributing significantly to the company's growth objectives. Ultimately, you will be recognized by your customers as a genuine strategic advisor, offering insights and solutions that go beyond basic support.
• • This role offers a unique opportunity to gain exposure to strategic, executive-level stakeholders within some of North America's most dynamic hotel groups. You will be part of a team culture built on ownership, trust, and continuous learning, operating in an environment free from micromanagement. Mews provides a clear career path, with opportunities to progress from Customer Success Manager to Senior CSM, Team Lead, or other strategic roles within the organization. Joining Mews at this stage, with $300M in Series D funding and strong IPO momentum, positions you at the forefront of a rapidly scaling and successful SaaS company. You will have direct influence on customer outcomes and company revenue, with your commission directly tied to tangible growth. You will work with a modern, award-winning platform that customers genuinely love, recognized as the Best PMS for two consecutive years. The AAHOA member segment and independent hotel ownership market represent a significant and underserved growth opportunity in U.S. hospitality technology, and this role is central to capitalizing on that potential. The partnership between Mews and AAHOA is a powerful alignment, driving meaningful progress in operational efficiency, guest experience, and profitability across the industry. This role empowers you to accelerate digital transformation for thousands of independent hoteliers, providing them with tools that simplify workflows, reduce costs, and unlock new revenue streams.