Customer Success Manager

1 day ago

Czechia Netherlands Spain Sweden Mews Full time 80,000 - 120,000 per year

 As a Customer Success Manager for Nordics region, you will support our Denmark, Sweden, Norway, Finland based customers. As a result, fluency in Swedish is required as you'll be speaking predominantly with Swedish and English speaking customers as they transition from sales prospects to active users of Mews products. Bringing your CSM and industry expertise, you'll help expand customer accounts through revenue growth resolve customer issues, and drive customer satisfaction. Your focus is on building customer loyalty and nurturing long-term client relationships, delivering exceptional value to all customers across regions.

In addition to English and Swedish fluency, a third language (Dutch or German) will be highly beneficial for communicating with our diverse customer base.

Your mission, should you choose to accept it:

– Partner with customer stakeholders to understand business goals, assess capabilities, and provide tailored recommendations that drive outcomes aligned with key metrics: customer retention, revenue growth, churn reduction, and satisfaction.
– Attain a deep understanding of Mews products and the broader property management ecosystem.
– Drive adoption of Mews payment solutions in your assigned portfolio.
– Guide customers on organizational strategy, governance, and change management, recommending industry best practices that support customer objectives and recommending Mews solutions where appropriate.
– Collaborate closely with internal GTM teams during planning and execution of onboarding, expansion, or optimization projects.
– Develop trusted relationships with customers' IT and business leaders, serving as their advocate within Mews.
– Work cross-functionally, communicating customer needs effectively to product, engineering, and support teams to drive systemic improvements.
– Identify and share best practices across the Customer Success team, contributing to overall team performance.

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

– Proven experience as a Customer Success Manager in Saas industry driving customer outcomes.
– Knowledge of Fintech and Payments is advantageous.
– Proven track record of upsell and cross sell is advantageous.
– Proven experience in a customer-facing, cross-functional role focused on retention, revenue growth, and customer success.
– Demonstrated success managing a client portfolio of 50+ customers and a book value of €4M+.
– Ability to prioritize tasks based on business value, project timelines, and interdependencies.
– Strong creative problem-solving skills and confident presentational abilities.
– Strategic thinking and agility when responding to client needs and challenges.
– Ability to quickly learn and communicate complex technological and business concepts, with a passion for AI and its applications in customer success.
– Familiarity with PMS products and core features of hospitality technology platforms.
– Knowledge of international hospitality brands.
– Proficiency with tools such as Salesforce, Gainsight, PowerBI, and Slack.
– Full Fluency in Swedish and English; proficiency in a third language (ideally Dutch and German) is strongly advantageous.

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