Customer Success Manager - English & German (flexible European location) (m/f/d)

🌍 Can you help us change the world?

Yes, you read that correctly. It sounds grand, but we’ve got big ideas at Mews. We’re transforming the world of hospitality, re-imagining the industry with a best-in-class cloud-based property management solution for hotels, hostels, apartments, and so much more.

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? If you’re an English and German speaking proven Customer Success Manager, ideally with experience in or an understanding of the hotel industry, keep reading and tumble down the Mews rabbit hole... 🐇

About the role

As a Customer Success Manager (CSM) you will manage a portfolio of accounts and be responsible for the execution of the customer success strategy. Part of your responsibilities will be to drive loyalty, generate expansion revenue, increase product adoption, customer retention, and ensure our customers achieve value realization.

Our Customer Success Managers report to the regional Director of Customer Success or Customer Success Team Leads.

Your mission, should you choose to accept it:

• Manage the entire customer success cycle, from onboarding through renewals and upsells.

• Build and nurture strong relations with customers and stakeholders (internal and external)
• Work hand in hand with customers to identify their objectives, design and execute the success plan to provide continued value and drive long-term account satisfaction and growth.
• Drive product adoption along the entire Mews product suite.
• Generate expansion revenue through upsells, cross-sells, price increases and expand within the customer portfolio of properties.
• Manage, coordinate or supervise complex projects, including piloting and group roll-outs.

• Host and lead regular meetings with customers to analyze results and redefine the strategy and guide them to achieve the desired outcomes through the use of our product and services.
• Anticipate Customers requirements, challenges, and identify potential issues within the accounts and work with the wider team to take timely and effective steps to resolve them.
• Serve as a customer advocate to troubleshoot issues quickly and effectively with the ability to work in a fast-paced environment. 
• Work collaboratively with our marketing team to build customer testimonials, nurture product ambassadors, and engage in the Mews community, to overall drive referrals and customer engagement. 
• Collect feedback from our customers and circle internally though our Product team so they can keep innovating and developing a world-class product.

Requirements

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

• Proven experience managing customers, ideally in Customer Success (CS) / Customer Experience (CX) teams in a SaaS organisations.
• Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
• Ability to drive effective and influencing conversations with property owners, managers and C-level executives.

• Experience in negotiation and managing difficult conversations with customers.
• Strong analytical skills to use hard data and metrics to back up assumptions, recommendations, and drive actions.
• Strength in problem solving, well organized, adaptative, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
• Strategic, resilient and with an entrepreneurial spirit and the desire to be part of a fast-growth start-up environment.
• Passionate about hospitality and the technology to revolutionise this industry.

• Fluent in English and German, with any further languages being a bonus!

Benefits

🎉 What’s in it for you?

Did you know that Mews has been voted the Best Place to Work in Hotel Tech 2 years running? You do now. Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks. As well as awesome colleagues and stimulating work, you'll get:

• Company shares 📈
• Unlimited holiday (no, this is not a typo) 🏝
• Flexible benefits/ monthly allowance via the Thanks Ben platform 🧘🏿‍♀️
• Aetna health insurance
• Remote/flexible working 💻
• Monthly working from home allowance 💰
• Regular team events, socials and a legendary annual company gathering, Mews Con (the only con that’s actually a pro) 🥳

Who is Mews?

We want to get to know you, so it’s only fair we tell you a little bit about ourselves first. Mews has been transforming hospitality since 2012. What began in a single hotel in Prague now powers thousands of hotels around the world, as they pursue their mission to develop transformational solutions for brands and create remarkable experiences for guests.

Since the beginning, Mews embraced being different. Mews is not simply a property management system, but a connected hospitality cloud with products across the hotel ecosystem and more integrations than anyone else.

From global hospitality brands to independent properties, hoteliers join Mews because they recognize the power of innovation. They understand that they can benefit from hotel tech that drives efficiency, maximizes revenue, and improves guest happiness.

Mews serves over 3,000 properties across more than 70 countries around the globe and works with a huge number of hotel tech partners to provide hoteliers with an unbeatable connectivity – no other solution offers as many integrations.

At the 2020 HotelTechAwards, Mews was voted Best PMS by industry peers. Mews was also a Best PMS Finalist in 2021 and 2022, as well as being named Best Place to Work in Hotel Tech in the same years. Mews ranked 24th in the FT 1000 fastest growing European companies in 2021.

Life at Mews

That’s what we do, but what about who we are? Mews’ culture is special and difficult to capture in words, which makes writing this tricky. You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You’ll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person. Sometimes the work can be challenging and there can be a lot of it, but you’ll always be able to rely on those around you.

Yes, we’re ambitious and we move fast, but we know the value of fun and taking a breather. Every month we have a Wellness Wednesday, a day off that you can use to boost your health, whether that’s a long lie-in, a trip to the gym, or anything in between. We have slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team. Oh, and we love our pets. To get more of an idea what life at Mews is like (and to see dozens of cute cats, dogs, and hamsters), check out our Instagram.

We’re guided by our five key values; if you see yourself in them, it’s time to get in touch.

Ambitious

We truly believe that great technology can make the entire human experience better.

Resilient

We’re tough. The workload might be heavy, but with one foot in front of the other, we can handle an intensity workout.

Curious

We’re innately curious. We read, we discover, we ask questions, we challenge assumptions, and we’re obsessed with the word ‘why’.

Open

We’re an open book. We share our work and experiences with one another, as well as our community.

Human

You can’t take risks if you’re afraid to fail. We all make mistakes. The key is to learn, get feedback and improve.

Everyone is welcome at Mews

This part is straightforward. We’re an equal opportunity employer and truly value diversity within our company. We never have and never will discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability status – or anything else for that matter.

Think this could be the beginning of a beautiful friendship? If you’d like to know more about us and what we do, check out mews.com. Otherwise, spruce up your CV and apply. We can’t wait to hear from you.