Customer Success Manager

7 hours ago

Australia Mews Full time $80,000 - $120,000 per year

We're looking for a Manager, Customer Success to lead, inspire, and empower our customers to achieve lasting success with Mews. You'll guide customers from first implementation through long-term partnership, helping them realize value, adopt best practices, and grow their business with Mews.

In this role, you'll build deep relationships with customer stakeholders, helping them develop effective strategies for governance, change management, and system optimization. You'll act as a trusted advisor to senior IT and business leaders, ensuring customers see measurable results and exceptional value from our platform.

This is a global, cross-functional role that requires both strategic vision and operational precision. You'll collaborate closely with our project management, product, and commercial teams to champion customer success at scale.

Your mission, should you choose to accept it
Build and maintain strong, trust-based relationships with key customer stakeholders at multiple levelsUnderstand each customer's goals and develop tailored strategies to help them maximize value with MewsGuide customers on organizational setup, governance, and best practices for scalable successCollaborate with the project management team to support onboarding, delivery, and milestone achievementPartner cross-functionally with Product, Support, and Commercial teams to communicate customer needs and drive improvementAnalyze customer health and proactively address challenges to increase retention and satisfactionIdentify opportunities for account growth and expansion through insight and strategic engagementContribute to cross-department initiatives and projects that strengthen the overall customer experience You'll be a great fit if you bring a few of the below with you
5–7 years of experience in a customer-facing or leadership role within SaaS or hospitality techStrong understanding of PMS products, SaaS platforms, and hospitality operationsProven ability to manage strategic, high-value customer relationships and influence senior stakeholdersExcellent communication and presentation skills with a confident, consultative approachStrategic mindset with strong problem-solving and organizational skillsExperience with tools such as Salesforce, Asana, Power BI, Slack, or similarFluent English (additional languages are a plus)Passionate about hospitality, customer success, and building long-term partnerships that drive measurable outcomes

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