🌍 Can you help us change the world?

It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, we’re propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution , we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation.

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? Keep reading and tumble down the Mews rabbit hole... 🐇

🧑🏻‍💻 About the role

First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it down to a job description (which we do because this is a job description), it would be this:

We’re looking for a Customer Experience Manager (CXM) to guide our SMB customers to success with Mews. This role is all about making sure our customers get the most out of our products, driving adoption, increasing account value, and fostering long-term retention through impactful, scalable engagement.

You’ll work across a diverse portfolio using automation and one-to-many strategies, while still engaging directly where it matters most. You’ll be the face of Mews to your customers, helping them maximize efficiency, improve guest experience, and unlock new revenue streams.

Nous recherchons un(e)

Customer Experience Manager (CXM) pour accompagner nos clients PME vers le succès avec Mews. Ce rôle consiste à s'assurer que nos clients tirent le meilleur parti de nos produits, en favorisant l’adoption, en augmentant la valeur des comptes et en encourageant la fidélisation à long terme grâce à des actions percutantes et évolutives.

Vous gérerez un portefeuille diversifié en utilisant l’automatisation et des stratégies à grande échelle, tout en maintenant un engagement direct là où cela compte le plus. Vous serez l'interlocuteur(-trice) principal(e) de Mews pour vos clients, en les aidant à maximiser leur efficacité, à améliorer l’expérience client et à débloquer de nouvelles sources de revenus.

✅ Your mission, should you choose to accept it

• Use data and whitespace analysis to identify opportunities for product adoption and upselling

• Deliver value across three core drivers: guest experience, efficiency, and revenue growth

• Execute on customer success journeys through Discover → Engage → Adopt methodology

• Combine automation (via Gainsight) with direct 1-2-1 and 1-2-many engagements to scale impact

• Partner with customers to create actionable Success Plans that align with business goals

• Run engaging webinars, targeted campaigns, and community conversations to drive adoption

• Collaborate with CX teams to ensure smooth resolution of issues and proactive support

• Act as a trusted advisor, ensuring each customer has the right product mix to grow with Mews

• Utiliser l’analyse des données et des espaces blancs pour identifier des opportunités d’adoption produit et de ventes additionnelles

• Apporter de la valeur autour de trois leviers clés : l’expérience client, l’efficacité opérationnelle et la croissance des revenus

• Mettre en œuvre les parcours de réussite client selon la méthodologie Discover → Engage → Adopt

• Combiner l’automatisation (via Gainsight) avec des interactions directes en 1-2-1 et 1-2-many pour maximiser l’impact

• Collaborer avec les clients pour créer des plans de succès concrets, alignés sur leurs objectifs business

• Animer des webinaires dynamiques, des campagnes ciblées et des conversations communautaires pour favoriser l’adoption

• Travailler avec les équipes CX afin d’assurer une résolution fluide des problèmes et un support proactif

• Agir en tant que conseiller(-ère) de confiance, en veillant à ce que chaque client dispose de la combinaison de produits adaptée pour se développer avec Mews

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

• Experience in a SaaS or hospitality-facing Customer Success role

• A strategic thinker who balances customer outcomes with business growth goals

• Experience using Gainsight, Salesforce, Confluence, and Slack

• Great communication skills with the ability to engage and influence at scale

• Able to grasp technical concepts and translate them into customer value

• Proven ability to prioritize and manage tasks based on impact and urgency

• Collaborative mindset and comfort working cross-functionally with Product, Support, and Sales

• Fluent English and French are required.

• Expérience dans un rôle Customer Success dans un environnement SaaS ou orienté hôtellerie

• Esprit stratégique capable de concilier les objectifs des clients avec la croissance de l’entreprise

• Expérience de l’utilisation de Gainsight, Salesforce, Confluence et Slack

• Excellentes compétences en communication, avec la capacité d’engager et d’influencer à grande échelle

• Capacité à comprendre des concepts techniques et à les traduire en valeur pour le client

• Capacité avérée à prioriser et gérer les tâches en fonction de leur impact et de leur urgence

• Esprit collaboratif et à l’aise pour travailler en transverse avec les équipes Produit, Support et Ventes

• La maîtrise de l’anglais et du français est indispensable

🎉 What’s in it for you?

Did you know that Mews was named the Best PMS of 2025—for the second year in a row—and has previously been recognized as the Best Place to Work in Hotel Tech for two consecutive years? Now you do! While much of this success is thanks to our incredible team, part of it is also because of the fantastic perks we offer. Beyond working alongside amazing colleagues and tackling exciting challenges, you’ll enjoy:

• Participation in the Company shares program
• Best-in-class Parental Leave Policy. At Mews, as the primary caregiver you get 6 months of fully paid parental leave, and as a secondary caregiver, you get 2 months of fully paid parental leave.
• (No matter your location, this can be used during the 1st year and applies if you've been employed for at least 1 year at Mews)
• Curiosity is part of our DNA - we’re bold, edgy, and never afraid to blaze new trails. EDGE is how we bring that spirit to life for our people. So, how do we get our EDGE at Mews?
• Once a month, we carve out protected time to Explore, Develop, Grow, and Elevate - time to focus on yourself, your growth, and your future. Because when we grow, we thrive. EDGE is an opportunity to step outside of the day-to-day, leaning into your curiosity, and build the skills that keep you - and all of us - future-ready.
• Flexible Benefits via the ThanksBen platform
• Unlimited paid holiday (no, this is not a typo)
• Remote/flexible working (we're 100% hybrid-proof, but we cannot hire from anywhere in the world unfortunately, so feel free to reach out and check with us!)
• Monthly working from home allowance and a monthly healthcare insurance allowance (we want you to be happy & healthy)
• Regular team events and socials