Senior Manager, GTM Strategy & Ops

🌍 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:

As Senior Manager, Commercial & Customer Operations at Mews, you will own the strategy and operational backbone that enables us to win, onboard, retain, and expand new and existing customers at scale. This role unifies Strategy & Ops for commercial performance (new business, cross-sell) and post-sale (deployment, customer success, upsell and support), under a single operating model, ensuring consistency in target setting, customer journey, and rep execution across the full customer lifecycle. 

You will partner closely with Commercial and Customer Success leadership, FP&A, GTM Systems, and GTM Analytics to ensure strategy and decisions are grounded in bottoms up target setting that reflects the boots on the ground reality while building a robust forecasting cadence to ensure repeatability quarter to quarter. Your remit spans across target setting and revenue performance, commercial and CS policy, customer journey design, and team leadership. 

This role reports to the Global Head of Revenue Operations and Strategy and manages a combined Commercial and CS Strategy & Operations team. 

• Preferred location: New York, but we will also consider candidates located in any of the other eligible states.
• To be eligible for this position, you must be based in one of the following US states: Florida, Georgia, Massachusetts, New Jersey, New York, North Carolina, Ohio, South Carolina, Vermont, Virginia.

✅ Your mission, should you choose to accept it:

GTM Strategy, Targets, Forecasting and Bottoms Up Model 

• Own the bottoms-up GTM revenue and capacity models across: 
  • Regions and segments 
  • New business, renewals, and expansion 
  • Product lines (SaaS + Payments) 
• Define, analyze and continuously refine: 
  • Pipeline coverage expectations 
  • Productivity and ramp assumptions 
  • Attach-rate targets 
  • Time-to-payments assumptions 
• Act as the single point of accountability for GTM financial targets, including explaining tradeoffs, risks, and sensitivities to leadership. Executional modeling may be delegated but accountability stays here 
• Establish tight operating rhythms with Sales, CS, MKT and FP&A to review assumptions, leading indicators, and risks. 

Driving Insights and Intra-Quarter and Year Decision-Making

• Continuously compare actuals against GTM financial targets and provide the Commercial and Customer Success teams with actionable insights to inform intra-month, quarter and year decision, allowing the team to make quick pivots 
• Leading the development of data-driven processes, including target account selection and ICP (Ideal Customer Profile) identification for individual product lines, to refine our approach to upsells 
• Collaborating with the GTM Analytics to ensure reporting frameworks are robust, widely used, and continuously evolving to meet business needs 

Commercial & CS Policy Ownership

Own the business logic (not tooling) for the following areas across Commercial and CS: 

• Ter