Enterprise Customer Success Manager

Mews; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading hospitality technology firm seeks an Enterprise Customer Success Manager in Greater London. This role involves driving customer growth, managing strategic relationships, and delivering business reviews. Ideal candidates will have proven SaaS experience, strong communication skills, and a resourceful problem-solving approach. You’ll work closely with various stakeholders to help clients maximize the value of the hospitality tech solutions. This full-time position promises an engaging and dynamic work environment.

Qualifications

• Proven enterprise-level Customer Success experience.
• Strong communication and stakeholder management skills.
• Comfortable in fast-paced global environments.

Responsibilities

• Own and manage customer relationships and growth journeys.
• Build and execute strategic Customer Success Plans.
• Lead onboarding projects for expansion into new properties.

Skills

Proven experience in enterprise-level Customer Success within SaaS

Deep understanding of enterprise business structures

Strong communication skills

Highly organised with excellent attention to detail

Resourceful problem-solver

Tools

Salesforce

CRM

Job description

We’re looking for an Enterprise Customer Success Manager to partner with Mews' largest and most strategic customers helping them achieve their business goals while driving adoption growth and long‑term success.

In this role you’ll translate customer objectives into actionable growth initiatives, guide them through every stage of their journey, and ensure they realise the full value of Mews Hospitality Cloud. You’ll work methodically using clear frameworks and proven methodologies to manage complex accounts and deliver an exceptional experience at every touchpoint.

Your mission should you choose to accept it

• Own the customer relationship and growth journey covering adoption, expansion, and renewal
• Build and execute strategic Customer Success Plans and deliver impactful business reviews
• Analyse each customer’s tech ecosystem to tailor solutions and maximise value
• Manage expectations, commitments, and delivery across multiple stakeholders
• Collaborate cross‑functionally to ensure a unified one‑business approach to customer growth
• Proactively identify risks and opportunities, managing health scores and forecasts
• Lead onboarding projects for expansion into new properties or services
• Partner with marketing to develop advocacy and growth‑focused customer campaigns

You’ll be a great fit if you bring a few of the below with you

• Proven experience in enterprise‑level Customer Success within SaaS
• Deep understanding of enterprise business structures and stakeholder management
• Track record in driving revenue growth, adoption, and retention
• Strong communication skills with confidence at executive and board levels
• Highly organised with excellent attention to detail and risk management skills
• Resourceful problem‑solver with a proactive solutions‑first approach
• Comfortable working in a fast‑paced evolving global environment
• Ideally hospitality tech knowledge, ideally with PMS or related hotel technology solutions

Required Experience

Manager

Employment Type

Full Time

Experience

years

Vacancy

1

Key Skills

SAAS, Customer Service, Cloud, Healthcare, Account Management, CRM, Salesforce, Infrastructure, Client Relationships, New Customers, Territory, Trade shows, Sales Goals, Sales Process, Analytics