Key skills
Customer SuccessAccount ManagementB2B SaaSSalesforceGainsightBusiness Intelligence toolsProperty Management SystemsHospitality technologyStakeholder managementGujarati languageEnglish languageBISaaSCRMStakeholder Management
About this role
Mews is a Hotel Tech unicorn that is transforming the hospitality industry with innovative cloud technology. The Customer Success Manager will manage a portfolio of SMB and Mid-Market hotel groups, ensuring they derive maximum value from the Mews platform while focusing on retention, growth, and payments adoption.
Responsibilities:
- A Mid-Market and SMB portfolio of hotel group accounts
- Driving post-onboarding adoption, retention, and expansion across your book of business
- Running regular strategic check-ins and Quarterly Business Reviews (QBRs) with business and IT stakeholders
- Building success plans aligned to each customer's commercial goals and ROI targets
- Identifying, qualifying, and progressing cross-sell and upsell opportunities (tied to 20% commission)
- Driving Payments adoption as a core performance metric
- Monitoring account health, proactively managing risk, and escalating where needed
- Partnering cross-functionally with Product, Technical Account Managers, and Support to resolve issues and deliver customer outcomes
- Maintaining CRM and CS system hygiene (Salesforce, Gainsight)
Requirements:
- 3–5 years in Customer Success or Account Management in a B2B SaaS environment
- Experience in a quota-carrying environment
- Bilingual fluency in Gujarati and English
- Experience managing an SMB or Mid-Market portfolio with accountability for retention and growth
- A genuinely commercial mindset — you think about expanding and growing customers, not just keeping them happy
- Strong stakeholder management skills across business and technical audiences
- Resilience and the ability to navigate complex, multi-stakeholder customer relationships
- Comfortable working across multiple systems (Salesforce, Gainsight or similar, BI tools)
- Self-driven and independent — you don't need hand-holding to prioritise and execute
- Prior relationships within the AAHOA member community
- Understanding of independent/soft-brand hotel ownership challenges
- Knowledge of hospitality ownership operational culture