Senior Customer Success Manager

**Can you help us change the world?**:
It's true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, we're propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution**,** we're enabling the world's most revolutionary hospitality brands to accelerate their digital transformation.

We're on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole...

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**About the role**:
As a **Senior Customer Success Manager fluent in French**, you will support our French-speaking customers as they transition from sales prospects to active users of Mews products. Bringing your CSM and industry expertise, you'll help expand customer accounts through revenue growth, increase customer retention, resolve customer issues, and drive customer satisfaction. Your focus is on building customer loyalty and nurturing long-term client relationships, delivering exceptional value to all customers across regions.

A third language other than English and French is highly beneficial for communicating with our diverse customer base.

** Your mission, should you choose to accept**it:

- Partner with customer stakeholders to understand business goals, assess capabilities, and provide tailored recommendations that drive outcomes aligned with key metrics: customer retention, revenue growth, churn reduction, and satisfaction.
- Attain a deep understanding of Mews products and the broader property management ecosystem.
- Drive adoption of Mews payment solutions in your assigned portfolio.
- Guide customers on organizational strategy, governance, and change management, recommending industry best practices that support customer objectives and recommending Mews solutions where appropriate.
- Collaborate closely with internal GTM teams during planning and execution of onboarding, expansion, or optimization projects.
- Develop trusted relationships with customers' IT and business leaders, serving as their advocate within Mews.
- Work cross-functionally, communicating customer needs effectively to product, engineering, and support teams to drive systemic improvements.
- Identify and share best practices across the Customer Success team, contributing to overall team performance.

**You'll be a great fit if you bring a few of the below with you**:

- Proven experience in a customer-facing, cross-functional role focused on retention, revenue growth, and customer success.
- Demonstrated success managing a client portfolio of 50+ customers and a book value of €4M+.
- Ability to prioritize tasks based on business value, project timelines, and interdependencies.
- Strong creative problem-solving skills and confident presentational abilities.
- Strategic thinking and agility when responding to client needs and challenges.
- Familiarity with PMS products and core features of hospitality technology platforms.
- Proficiency with tools such as Salesforce, Gainsight, PowerBI, and Slack.
- Higher education degree in Communications, Marketing, or a related field (preferred).
- Full Fluency in French and English; proficiency in a third language is strongly advantageous.

*** What's in it for you?**:
Did you know that Mews was named the Best PMS of 2025—for the second year in a row—and has previously been recognized as the Best Place to Work in Hotel Tech for two consecutive years? Now you do While much of this success is thanks to our incredible team, part of it is also because of the fantastic perks we offer. Beyond working alongside amazing colleagues and tackling exciting challenges, you'll enjoy:

- Participation in the Company shares program- Best-in-class Parental Leave Policy. At Mews, as the primary caregiver you get 6 months of fully paid parental leave, and as a secondary caregiver, you get 2 months of fully paid parental leave.

(No matter your location, this can be used during the 1st year and applies if you've been employed for at least 1 year at Mews)
- Curiosity is part of our DNA - we're bold, edgy, and never afraid to blaze new trails. EDGE is how we bring that spirit to life for our people. So, how do we get our EDGE at Mews?
Once a month, we carve out protected time to Explore, Develop, Grow, and Elevate - time to focus on yourself, your growth, and your future. Because when we grow, we thrive. EDGE is an opportunity to step outside of the day-to-day, leaning into your curiosity, and build the skills that keep you - and all of us - future-ready.
- Flexible Benefits via the ThanksBen platform
- Unlimited paid holiday (no, this is not a typo)
- Remote/flexible working (we're 100% hybrid-proof, but we cannot hire from anywhere in the world unfortunately, so feel free to reach out and check with us)
- Monthly working from home allowance and a monthly healthcare insurance allowance (we want you to be happy & hea