Enterprise Customer Success Manager

📋 Description

• • Mews is seeking an ambitious and tenacious Enterprise Customer Success Manager to join their team and drive the success of a significant annual recurring revenue (ARR) book of business. This pivotal role involves directly engaging with senior customer stakeholders in large accounts to deeply understand their business objectives, provide expert guidance on best practices for utilizing Mews solutions, and ultimately foster customer satisfaction, encourage growth, and cultivate advocacy. As a key player in a rapidly growing Hotel Tech unicorn, you will be instrumental in accelerating the digital transformation of global hospitality brands.
• • In this dynamic role, you will be responsible for the comprehensive management of the customer journey post-onboarding. This includes developing strategic account plans meticulously aligned with customer needs, supported by robust governance and regular review cadences. You will proactively identify and strategically position new Mews solutions to deliver enhanced value for both customers and Mews, ensuring the overall health of your customer accounts. A critical aspect of your role will be driving standardization and innovation across the Mews customer base, ensuring they are leveraging the platform to its fullest potential.
• • Your day-to-day responsibilities will encompass owning customer management, with direct accountability for adoption, expansion, and renewal of accounts. You will build and nurture strong, trusted relationships with senior customer stakeholders, acting as their primary point of contact and strategic advisor to drive the success of key initiatives within your assigned book of business. A core focus will be ensuring the realization of mutual value through structured strategic planning, the delivery of mutually agreed-upon success plans, and conducting insightful business reviews. You will meticulously track customer health, satisfaction levels, and commercial opportunities, proactively mitigating risks and identifying avenues for growth through effective territory planning.
• • Furthermore, you will manage the contracting process for significant renewal and growth opportunities, collaborating closely with internal Mews stakeholders in Sales, Deal Desk, and Revenue Operations to ensure deals are structured and managed optimally to maximize upside. You will act as a central point of coordination, assuring the success of the entire customer journey by partnering effectively with cross-functional Mews teams, including customer marketing, onboarding specialists, technical advisory services, and technical support. A significant part of your role will involve driving long-term customer advocacy by representing the voice of the customer internally at Mews, managing customer engagement in advisory boards or executive input programs, and securing valuable references for case studies, marketing activities, and customer-to-customer engagement.
• • The Mews team is a group of innovators and disruptors passionate about transforming the hospitality industry through cutting-edge cloud technology. As a valued member, you'll be part of a company that dreams big, operates at a fast pace, and fosters a culture of freedom, collaboration, and continuous learning. Mews is recognized globally for its industry-leading property management solution and its commitment to empowering hospitality brands.
• • In this role, you will have the opportunity to develop deep expertise in the hospitality technology sector, hone your strategic account management skills, and significantly impact the growth and success of both Mews and its prestigious clientele. You will gain invaluable experience in navigating complex enterprise relationships, driving value realization, and contributing to the ongoing innovation within a leading SaaS company.
• • You will learn to master strategic planning, executive-level communication, and negotiation within a high-growth environment. The role offers a unique chance to influence product development by representing the voice of the customer and to contribute to the company's mission of revolutionizing the hospitality industry through technology.