Mews
The hospitality industry is uniquely human, and it deserves technology that’s just as inspiring as the people behind it. At Mews, we’re transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences.
You’ll work with smart, curious people who care deeply about what they do. You’ll have autonomy and the trust to make good decisions and move quickly. And you’ll enjoy a real sense of purpose as you see the impact of what we’re building.
If you’re motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you’ll feel at home here.
Let's get into the specifics. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it into a job description (which we do because this is a job description), it would be this:
Managing a Customer Success team at Mews right now means more than keeping customers healthy and renewing contracts. The function is evolving — becoming more commercially focused, more AI-enabled, and more scalable — and this hire guides that shift. You will manage a team of around eight to ten CSMs across DACHEE and be accountable not just for team performance but for building the operating model, raising commercial capability, and helping reshape what Customer Success at Mews looks like over the next few years. DACHEE is one of Mews' largest and fastest-growing regions in EMEA, spanning SMB, mid-market, and enterprise-chain customers.
This is not a role for a traditional people manager whose definition of success is customer satisfaction scores and product adoption. The Mews CSM team carries commercial KPIs — upsell, cross-sell, expansion — and the person in this seat needs to believe that customer success is a revenue-generating function and build their team accordingly. If you are coming from a background in sales and moved into customer success, or from a CS function that was already commercially structured, you will recognise the model immediately.
AI Fluency Level 4: this role goes beyond using AI tools well yourself. You've built or shipped an AI-powered system, not a workflow, that's core to how a team operates, and you understand the underlying models and infrastructure well enough to make real engineering decisions about it. Here, that looks like owning the AI-driven tooling behind customer health, risk, and expansion signals for your team, not adopting a vendor dashboard someone else built.
For more information on AI fluency at Mews, please refer to AI Fluency at Mews: A Comprehensive Guide for Candidates on Confluence.
Salary ranges are provided in good faith and reflect current market conditions and internal pay structures. Final compensation may be adjusted based on funding, budget constraints, or exceptional candidate qualifications, but will remain within reasonable proximity to the stated range.
This salary disclosure is provided in compliance with applicable pay transparency legislation. We are committed to equal pay practices and prohibit salary history inquiries during our recruitment process.
If the location you're applying from wasn't originally advertised for this role, salary range information is available upon request at any point during the application/interview process - your recruiter will be able to help.
Our success is powered by our incredible people, supported by benefits that help them thrive.
No matter where you’re based, you’ll enjoy:
You'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.
We’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company.
We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.
A few things that define how we work:
If there's anything we can do to support you during the application process, let us know.
We don't discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic.
One final thing: don't hold back. If you don't meet 100% of the criteria in this job description but you're certain you could make a big impact, apply. Everyone should have equal access to opportunities, and we're committed to providing an inclusive experience.
If Mews sounds like the kind of environment where you'd thrive, we'd love to hear from you.