About the role
<div class="content-intro"><h4><strong>Help make the world more hospitable </strong></h4> <p>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.</p> <p>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.</p> <p>If you’re motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you’ll feel at home here.</p> <h4><strong>About the role</strong></h4> <p>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:</p></div><p data-renderer-start-pos="1034">As the Manager of Customer Success, you will support your customers as they transition from sales prospects to active users of your products. The role’s responsibilities include expand customer accounts, increase customer retention, solve customer issues, and drive customer satisfaction. Your main focus will be on building customer loyalty and nurture long term client relationships. Your main goal is building and leading customer success that is focused on delivering exceptional value to all customers around the world.&nbsp;</p> <h3 class="_9k2iva0 p8i6j0c _1ibi0s314 heading3 _9k2iva1">✅ Your mission, should you choose to accept it:</h3> <ul> <li data-section-id="nf0m7d" data-start="130" data-end="304">Own NRR across a ~60-account portfolio in Spain, Italy, and Portugal, with success measured primarily through closed cross-sell revenue rather than pipeline generation.</li> <li data-section-id="1o4qlxe" data-start="306" data-end="482">Proactively identify, qualify, and advance cross-sell and upsell opportunities across RMS, POS, Payments, and Terminals, partnering with Client Sales to drive conversion.</li> <li data-section-id="16l1iyj" data-start="484" data-end="614">Build and execute strategic QBRs and account success plans aligned to customer business objectives and growth opportunities.</li> <li data-section-id="1luuxvv" data-start="616" data-end="797">Monitor account health and risk signals through Hook AI (transitioning from Gainsight in Q2 2026), taking proactive action on adoption, retention, and expansion opportunities.</li> <