The hospitality industry is uniquely human, and it deserves technology that's just as inspiring as the people behind it. At Mews, we're transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences.You'll work with smart, curious people who care deeply about what they do. You'll have autonomy and the trust to make good decisions and move quickly. And you'll enjoy a real sense of purpose as you see the impact of what we're building.If you're motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you'll feel at home here.About the roleYou’ll own net revenue retention across around 60 hotel group accounts in Spain, Italy and Portugal, measured on closed cross-sell revenue rather than pipeline. These are multi‑property, multi‑stakeholder customers, and growth only happens when one person owns the full relationship across RMS, POS, Payments and Terminals. You’ll run it inside a pod,



with specialists handling execution alongside you.What you’ll be doingOwn NRR across a ~60‑account hotel group portfolio in Spain, Italy and Portugal, with success measured on closed cross‑sell revenueIdentify, qualify and advance cross‑sell and upsell opportunities across RMS, POS, Payments and Terminals, partnering with Client Sales to convertRun strategic QBRs and account success plans, and act on health and risk signals in Hook AI, across property‑level operators and executive decision‑makersBuild and maintain your own AI‑supported workflows for renewal triggers, QBR prep and territory prioritisationAI Fluency Level 3:In this role, that means you’ve redesigned how you run an account portfolio with AI, not just sped up individual tasks. You’ll use Claude, Hook health scoring and Gong to surface patterns across 60 accounts, build workflows other CSMs can pick up and use, and check what the AI gives you, pushing back when it’s wrong.For more information on AI fluency at Mews, p

📌 Customer Success Manager (Madrid)
🏢 Mews
📍 Madrid