Director of Customer Success & Onboarding - North America

Help make the world more hospitable

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 role

Let's get into the specifics. 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 into a job description (which we do because this is a job description), it would be this:

This is the seat that owns everything that happens after a Mews contract is signed in North America: getting properties live quickly and correctly, then keeping those relationships healthy and growing for years afterward. NA is one of the fastest-growing regions in the business right now, and getting that right depends on one person owning onboarding and customer success together, not handing off between two separate teams. You'd be building the operating model for the region from a strong foundation, with the mandate to grow your own leadership team as it scales. 

You'll be responsible for NRR and for onboarding and implementation across North America at the same time, working closely with NACommercial leadership on handoff quality, with Product and Support on closing the loop on onboarding friction, and with channel and technology partners on joint implementations. You'll also be the most senior customer-facing voice for Mews in North America, stepping in personally on the accounts and rollouts that need it most. 

What you would do 

• Build and run a CS motion that scales across the NA portfolio: segmentation, coverage models, playbooks, and escalation paths that work for independent properties and large hospitality groups alike. 

• Own NRR for the North America region (renewals, expansions, and contraction) and hold your team accountable to health, engagement, and revenue outcomes. 

• Own onboarding and implementation for NA end to end, from contract signature to go-live, setting the operating model, resourcing, and quality standards. 

• Define team structure, roles, and coverage as the NA business grows. 

• Own the NA CX strategy and operating plan: priorities, headcount, metrics, and investment. 

• Shape how AI-powered tools get built into NA onboarding and CS, for example account health scoring or automated risk flags, so they become part of daily operations rather than a side project. 

AI Fluency Level 4: In this role, that means being responsible for the build of AI-powered systems that change how onboarding and CS operate in North America, not just using AI tools yourself. You'll make real decisions about what gets built and understand the systems well enough to know if they're actually working, rather than handing that judgment to someone else. 

For more information on AI fluency at Mews, please refer to AI Fluency at Mews: A Comprehensive Guide for Candidates. 

What you would bring  

• 7-12+ years in Customer Success, Onboarding, or post-sale leadership in a SaaS environment, with a track record of owning both functions. 

• Proven record of building and leading CS and Onboarding teams of meaningful size, including developing managers and senior ICs. 

• Experience leading large-scale, complex implementations and rollouts where you coordinated across many stakeholders to get there. 

• A track record of owning a revenue number (NRR, GRR, or expansion). You understand the levers that move it. 
• You operate well at senior level internally — you can build a business case, hold your ground in a resource conversation, and influence without always having formal authority. 

• AI Fluency Level 4 or the equivalent hands-on experience: you've been responsible for building an AI-powered tool or system, not just adopted one someone else built. 

Nice to have  

• A hospitality technology or hospitality operations background: you understand property operations, PMS workflows, and how hotels and hospitality operators actually run. 

• A background in a high-growth, international SaaS company where you had to build the playbook, not just run one already in place. 

To be eligible for this position, you must be based in one of the following US states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Kansas, Massachusetts, Montana, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, or Wisconsin. Expect regular travel within North America for customer visits, team meetings, and company gatherings. 

Pay Transparency at Mews

Salary ranges are provided in good faith and reflect current market conditions and internal pay structures. Final compensation may be adjusted based on funding, budget constraints, or exceptional candidate qualifications, but will remain within reasonable proximity to the stated range.

This salary disclosure is provided in compliance with applicable pay transparency legislation. We are committed to equal pay practices and prohibit salary history inquiries during our recruitment process.

If the location you're applying from wasn't originally advertised for this role, salary range information is available upon request at any point during the application/interview process - your recruiter will be able to help.

What’s in it for you?

Our success is powered by our incredible people, supported by benefits that help them thrive.

Global benefits

No matter where you’re based, you’ll enjoy:

• Unlimited paid holiday (yes, really)
• Participation in our company share program
• Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
• An annual Learning budget of €300 (and more for high performers) to support your development
• Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
• A work from anywhere policy with flexibility to work abroad for a few weeks each year
• Relocation options, available after one year
• Flexible, hybrid working options
• A home office setup budget to make your workspace your own and a monthly work-from-home allowance
• Claude tokens, so you can automate workflows and build smarter, more efficient ways of working

Local benefits

You'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.

Life at Mews

We’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company.

We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.

A few things that define how we work:

• High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn’t a detailed playbook for everything, and that’s part of what makes the work challenging – and rewarding.
• Change is constant. We’re growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will thrive.
• We’re remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter. Our teams are global, so we need expert collaborators and communicators to help us move forward together.
• AI is an integral part of our processes. It’s not here to steal people’s jobs, but to amplify efficiency and productivity. We’re motivated to proactively use the technology to seek out better ways of working and share our findings with the rest of the company.

If there's anything we can do to support you during the application process, let us know.

We don't discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic.

One final thing: don't hold back. If you don't meet 100% of the criteria in this job description but you're certain you could make a big impact, apply. Everyone should have equal access to opportunities, and we're committed to providing an inclusive experience.

If Mews sounds like the kind of environment where you'd thrive, we'd love to hear from you.