Customer Success Manager - US (SaaS Hospitality Tech)
Mews, United States
Job Description
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.
Founded in 2012, Mews - a SaaS European scale-up - developed the first cloud-based mobile-enabled property management system that offers hotels and management companies a state-of-the-art integrated platform. The system provides a complete solution covering front-desk check-in, check-out, payments, guest information, inventory, and so on. At Mews our mission is to transform an entire industry with solutions that make hospitality more rewarding for everyone.
As a pre-IPO SaaS leader and the number one in hotel tech we are revolutionising property management with our cloud-based solutions. We’re driven by our mission to enable truly great service and customer experiences, but we don’t limit ourselves to the hospitality industry because in an environment where ideas and innovation are celebrated, we know that the sky's the limit.
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 a proven Customer Success Manager from a SaaS environment, who ideally understands the hotel industry too, keep reading and tumble down the Mews rabbit hole...
About the role
As 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.
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 is a must, with any further languages being a bonus!
Benefits
What’s in it for you?
Did you know that Mews was voted the Best Place to Work in Hotel Tech in 2021? You do now. Most of that is down to our inspiring team, bu