Customer Success Manager - Gujarati

🌍 Can you help us change the world?

It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $2.5b, 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:

Customer Success Manager — AAHOA
As a Customer Success Manager within our AAHOA partnership, you'll own a portfolio of SMB and Mid-Market hotel groups and hospitality brands, guiding them to maximum value from the Mews platform. You'll step into a relationship-driven role where your commercial instincts, strategic thinking, and genuine passion for customer outcomes will directly shape retention, growth, and payments adoption across your book of business.

You'll focus mostly on hotel owners and operators affiliated with AAHOA (Asian American Hotel Owners Association) and independent hotel operators, but will also impact our clients outside of AAHOA.

What you'll own:

• A Mid-Market and SMB portfolio of hotel group accounts
• Driving post-onboarding adoption, retention, and expansion across your book of business
• Running regular strategic check-ins and Quarterly Business Reviews (QBRs) with business and IT stakeholders
• Building success plans aligned to each customer's commercial goals and ROI targets
• Identifying, qualifying, and progressing cross-sell and upsell opportunities (tied to 20% commission)
• Driving Payments adoption as a core performance metric
• Monitoring account health, proactively managing risk, and escalating where needed
• Partnering cross-functionally with Product, Technical Account Managers, and Support to resolve issues and deliver customer outcomes
• Maintaining CRM and CS system hygiene (Salesforce, Gainsight)

What success looks like:
Successful CSMs at Mews:

• Consistently hitting or exceeding NRR, Payments adoption, and expansion targets
• Building deep, trusted relationships across your portfolio that translate to renewals and referrals
• Proactively identifying risks before they become churn
• Qualifying and progressing a healthy cross-sell pipeline
• Being seen by customers as a genuine strategic advisor — not just a support contact

What we're looking for
We're looking for experienced SaaS Customer Success or Account Management professionals who thrive in commercial, relationship-driven roles — people who think like owners, not support agents.

You likely bring:

• 3–5 years in Customer Success or Account Management in a B2B SaaS environment
• Experience in a quota-carrying environment 
• Bilingual fluency in Gujarati and English
• Experience managing an SMB or Mid-Market portfolio with accountability for retention and growth
• A genuinely commercial mindset — you think about expanding and growing customers, not just keeping them happy
• Strong stakeholder management skills across business and technical audiences
• Resilience and the ability to navigate complex, multi-stakeholder customer relationships
• Comfortable working across multiple systems (Salesforce, Gainsight or similar, BI tools)
• Self-driven and independent — you don't need hand-holding to prioritise and execut
• Preferred Qualifications: Prior relationships within the AAHOA member community, understanding of independent/soft-brand hotel ownership challenges, knowledge of hospitality ownership operational culture.

Bonus:

• Experience with Property Management Systems (PMS) or hospitality technology
• Background in hospitality, travel, or an adjacent industry
• Experience in a fast-growing, scaling SaaS environment

Why join Mews

• Direct influence on customer outcomes and company revenue — your 20% commission is tied to real growth, not just activity
• A modern platform customers genuinely love: Best PMS of 2025, two years running
• Exposure to strategic, exec-level stakeholders across som