Customer Success Manager United Kingdom

At Mews, we are a tech company transforming hospitality with a cloud-based property management solution. We are looking for a Customer Success Manager for the UK & Ireland to drive value for our mid-market hotel groups.

About the role

Customer Success Manager - UK & Ireland

As a Customer Success Manager for UK & Ireland, you will own a portfolio of mid-market hotel groups and hospitality brands, guiding them to maximum value from the Mews platform while ensuring retention, growth, and payments adoption.

Key responsibilities

• Own a portfolio of about 50 hotel group accounts across UK and Ireland.
• Drive adoption, retention, and expansion of the Mews platform.
• Run regular strategic check-ins and quarterly business reviews (QBRs) with business and IT stakeholders.
• Build success plans aligned to each customer's commercial goals and ROI targets.
• Identify, qualify, and progress cross-sell and upsell opportunities (commission tied to sales).
• Drive payments adoption as a core performance metric.
• Monitor account health, proactively manage risk and escalations.
• Partner cross-functionally with Product, Technical Account Managers, and Support to resolve issues and deliver outcomes.
• Maintain CRM and CS system hygiene (Salesforce, Gainsight).

Success metrics

• Consistently hit or exceed net revenue retention, payments adoption, and expansion targets.
• Build deep, trusted relationships that translate into renewals and referrals.
• Proactively identify risks before they become churn.
• Qualify and progress a healthy cross-sell pipeline.
• Be seen by customers as a strategic advisor.

Requirements

• 3-5 years in Customer Success or Account Management in a B2B SaaS environment.
• Experience managing a mid-market portfolio with responsibility for retention and growth.
• Commercial mindset focused on expansion, not just satisfaction.
• Strong stakeholder management across business and technical audiences.
• Resilience in complex, multi-stakeholder relationships.
• Comfortable using Salesforce, Gainsight or similar tools; familiarity with BI tools.
• Self-driven and independent.
• Fluent in English; a second EU language is a strong advantage (Dutch, German, Spanish, French, Italian).

Bonus qualifications

• Experience with property management systems or hospitality technology.
• Background in hospitality, travel, or adjacent industry.
• Experience in a fast-growing SaaS environment.
• Direct influence on customer outcomes and revenue.
• Exposure to strategic, executive stakeholders.

Benefits

• Company share program participation.
• Best-in-class parental leave: 6 months fully paid for primary caregivers, 2 months for secondary.
• Unlimited paid holiday.
• Work-from-anywhere and flexible hybrid options.
• Relocation options available after 1 year.
• Monthly 'EDGE' time dedicated to personal and professional growth.
• Home-office setup budget.
• Monthly work-from-home and healthcare allowances as applicable.
• Regional healthcare coverage and other local perks.

Equal opportunity statement

We are an equal-opportunity employer. We welcome diversity in all its forms and encourage people with any background and identity to apply. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic.