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Mews Logo Mews · IT - Software Development

Senior Customer Success Manager - Enterprise

Employment contract 70000.00 - 91000.00 EUR / Year · Job Posted May 29, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • Located in Spain or France.
  • Fluency in English and either Spanish or French is required
  • proficiency in Italian is a plus.
  • 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.

Nice to have

  • 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

What we offer

  • Participation in our company share program
  • Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)
  • Unlimited paid holiday
  • Work from anywhere - enjoy the flexibility to work from other countries for a few weeks each year through our compliant and flexible Workation policy
  • Relocation options available after 1 year
  • Monthly "EDGE" time - dedicated to Explore, Develop, Grow, and Elevate yourself
  • Flexible, hybrid working options
  • One-off home office setup budget to make your workspace your own
  • Monthly working-from-home and healthcare allowances (where local healthcare benefits are not in available)
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