Remote Customer Success Manager — NRR & Cross-Sell

Mews; Spain (TX); Hybrid; USD 79,000 - 101,000; Full time

Job summary

Mews is seeking a Customer Success Manager who will own net revenue retention across a portfolio in Spain, Italy and Portugal, focusing on closed cross-sell revenue rather than pipeline. You’ll manage complex, multi-stakeholder accounts and partner with Client Sales to drive growth.

This role combines strategic portfolio management with hands-on account guidance, leveraging Hook AI to monitor health and risk signals across RMS, POS, Payments and Terminals.

Qualifications

• Experience in SaaS or hospitality tech is preferred.
• Proven track record in managing high-value accounts.
• Ability to drive cross-sell initiatives across product lines.

Responsibilities

• Own NRR across a roughly 60-account portfolio in Spain, Italy and Portugal.
• Identify and advance cross-sell and upsell opportunities with sales teams.
• Build and execute QBRs and account success plans.
• Monitor account health and risk signals using Hook AI.

Skills

NRR ownership

Account management

Cross-sell/upsell

Spanish language

Hook AI

Tools

Hook AI

Job description

Mews is seeking a Customer Success Manager who will own net revenue retention across a portfolio in Spain, Italy and Portugal, focusing on closed cross-sell revenue rather than pipeline. You’ll manage complex, multi-stakeholder accounts and partner with Client Sales to drive growth.

This role combines strategic portfolio management with hands-on account guidance, leveraging Hook AI to monitor health and risk signals across RMS, POS, Payments and Terminals.