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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... 🐇
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:
The Senior Customer Success Manager - Enterprise drives the success of a large annual recurring revenue (ARR) book of business, directly working with senior customer stakeholders in large accounts to understand their business goals, advise them on best practice use of Mews solutions, and drive customer satisfaction, growth and advocacy.
The Senior CSM manages all aspects of the customer journey after onboarding, from building strategic account plans aligned with customer needs and supported by the appropriate governance and review cadence, to identifying and positioning new solutions to drive additional value for customers and for Mews, all the while ensuring customer health and driving standardisation and innovation across our customer base.
Owning customer management, with direct responsibility for adoption, expansion, and renewal
Building strong relationships with senior customer stakeholders to drive the success of strategic initiatives across a book of business
Ensuring the realisation of mutual value through structured strategic planning and the delivery of mutually agreed success plans and business reviews
Accurately tracking customer health, satisfaction and commercial opportunities to mitigate risk, identify growth potential, and implement appropriate territory planning approaches for a book of business
Managing contracting for large renewal and growth opportunities, working with the appropriate Mews stakeholders in Sales, Dela Desk and Revenue Operations to ensure deals are set up and managed to maximise upside
Assuring the success of the entire customer journey through partnership with crossfunctional Mews teams for customer marketing, onboarding, technical advisory services, and technical support
Driving long term customer advocacy through representing the voice of the customer within Mews, managing customer engagement with advisory boards or other executive input programs, and securing references for case studies, marketing activities and customer-to-customer
Proven experience in Customer Success Management for large accounts within the SaaS industry.
In-depth understanding of large business operating structures, workflows and personas
Strong stakeholder management skills up to C level, including excellent communication, goal setting and negotiation skills.
Proven experience in tracking and meeting adoption and revenue generation targets
Ability to proactively problem solve, prioritise and innovate within a very fast moving scaleup culture.
Hospitality tech experience, with an understanding of PMS products or other hotel tech solutions (i.e. revenue management, customer relationship management)
Project management experience across complex technology programs, including experience in leading change management activities
Experience applying strategic business analysis or value mapping frameworks (eg Pestel, VRIO, value stream mapping)
Ability to lead internal innovation programs at a group or regional level
Experience with optimising workflows through the application of agentic AI technologies
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