Director of Enterprise Customer Success

🌍 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... 🐇

🧑🏻‍💻 About the role

First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distill it down to a job description (which we do because this is a job description), it would be this:

At Mews, we’re on an exciting journey of rapid growth, expanding our product offerings, and redefining what it means to be a trusted partner for our customers. We are seeking a (Senior) Director of Customer Success to lead and manage relationships with some of our largest accounts globally. 

In this high-visibility leadership role, you’ll be responsible for ensuring our customers achieve maximum value through our solutions, driving value realization and lifetime value for our expanding product suite. This role offers the unique opportunity to shape the future of Customer Success at Mews, with a strong focus on scaling processes and building a high-performing team as we continue to grow quickly. 

Reporting directly to the VP of Deployment and Client Engagement, you will oversee our Enterprise Customer Success team, fostering a collaborative culture while driving cross-sell and upsell opportunities. This is an exciting opportunity for a leader with a builder mindset who thrives on making a strategic impact while scaling teams and processes globally. 

This role will require regular travel to engage with customers and understand their needs, strengthening relationships to ensure we continue to be a valued partner. 

✅ Your mission, should you choose to accept it: 

• Lead our Enterprise Customer Success strategy with a builder mindset, designing and implementing processes that scale with the growth of the business while delivering consistent, high-value customer success outcomes. 

• Drive cross-sell and upsell opportunities across Mews’ diverse product offerings, ensuring customers unlock the full potential of our solutions. 

• Build and develop a strong, experienced 10+ Customer Success team, fostering a positive, people-oriented culture that emphasizes coaching, talent development, and team collaboration. 

• Coach and mentor team to provide guidance on complex customer situations and strategic decision-making. 

• Cultivate senior-level customer relationships, managing the delivery of exceptional service for strategic, high-profile accounts. 

• Collaborate cross-functionally with product, marketing, sales, and leadership to ensure Customer Success initiatives align with overall business strategy. 

• Use data-driven insights to continuously improve customer success processes and provide valuable feedback to the product team for future developments. 

• Act as a key voice for the customer within the company, ensuring their feedback is integrated into product roadmaps and strategic decisions. 

🤝️ You’ll be a great fit if you bring a few of the below with you: 

• Proven experience leading global SaaS Enterprise customer success teams in a multi-product environment. 

• Experience managing Enterprise accounts ($1mn+ ARR), across deployment and customer success with a focus on long-term strategic partnerships and value creation. 

• A builder mindset with a demonstrated ability to develop scalable processes while ensuring excellent customer experiences. 

• Excellent analytical skills with the ability to leverage data to drive both business strategy and cross-sell and upsell initiatives based on customer insights 

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