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Customer Success Operations Associate (m/f/d)
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Berlin, Berlin, Germany
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🌍 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... πŸ‡

πŸ§‘πŸ»β€πŸ’» 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:

As a Customer Operations Associate, you'll play a crucial role in enhancing operational efficiency within the Customer Success organization. Collaborating closely with the Customer Success team and leaders, you'll drive operational improvements and cross-functional collaboration with revenue operations teams. Reporting to the Director of Customer Operations and integrated into the wider Revenue Operations team, your responsibilities will include handling various stakeholder requests and tasks related to the customer journey. Your focus will be on optimizing the effectiveness of customer success managers by streamlining processes, analyzing data, and implementing strategies to improve key metrics such as customer lifetime value, net revenue retention, and net promoter score. Additionally, you'll work closely with the Customer Success Team to ensure seamless customer engagement throughout their lifecycle, facilitating innovative solutions for desired customer outcomes.

βœ… Your Mission, Should You Choose to Accept It:

  • Continuously evaluate and improve customer success workflows, ensuring seamless interactions between teams.
  • Monitor and report on key performance indicators (KPIs) related to customer success to track progress and identify areas for improvement.
  • Foster cross-functional collaboration with Sales, Product, Marketing, and other teams to align processes and goals, enhancing overall customer experience.
  • Understand the end-to-end customer journey and identify touchpoints for optimization to drive customer satisfaction and loyalty.
  • Gather insights from customer-facing teams and translate them into actionable improvements to enhance operational efficiency.
  • Create and maintain standard operating procedures (SOPs) for customer success operations to streamline processes and ensure consistency.

🀝 You'll Be a Great Fit If You Bring a Few of the Below with You:

    • Proven experience in customer success, operations, or similar roles within a SaaS company, demonstrating a strong understanding of customer-centric operations.
    • Strong analytical skills with the ability to interpret data, draw insights, and make data-driven decisions.
    • Detail-oriented mindset with a knack for process optimization and improvement.
    • Excellent communication skills and a collaborative spirit to work effectively across teams.
    • Passion for delivering exceptional customer experiences and driving customer success.
    • Familiarity with customer success tools such as Gainsight, Catalyst, ChurnZero, and CRM systems like Salesforce.
    • Organizational and project management skills with the ability to manage multiple projects simultaneously, prioritize tasks, and deliver results in a fast-paced environment.
    • While not essential, an understanding of Hospitality Technology, SaaS, or hotel operations is beneficial.
    • Willingness to learn and adapt to new technologies and methodologies.

    πŸŽ‰ What's in it for you?

    Did you know that Mews was voted the Best PMS of 2024 and has previously held the title of Best Place to Work in Hotel Tech for two consecutive years? You do now. Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks. As well as awesome colleagues and stimulating work, you'll get:

    • 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)
    • Flexible Benefits via the ThanksBen platform 
    • Unlimited paid holiday (no, this is not a typo)
    • Wellness Wednesday's (once a month, the whole company enjoys a day where you can attend to your own well-being) 
    • 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 

    🀷🏻 Who is Mews?

    We want to get to know you, so it's only fair we tell you a little bit about ourselves first. Mews has been transforming hospitality since 2012. What began in a single hotel in Prague now powers thousands of hotels around the world, as they pursue their mission to develop transformational solutions for brands and create remarkable experiences for guests. 

    Since the beginning, Mews embraced being different. Mews is not simply a property management system, but a connected hospitality cloud with products across the hotel ecosystem and more integrations than anyone else. 

    From global hospitality brands to independent properties, hoteliers join Mews because they recognize the power of innovation. They understand that they can benefit from hotel tech that drives efficiency, maximizes revenue, and improves guest happiness.

    Powering over 5,000 customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses. 

    Ranked 24th in the FT 1000 list of the fastest-growing European companies in 2021, Mews has been recognized as the Best PMS by industry peers at the HotelTechAwards in both 2020 and 2024, consistently earning acclaim. Mews also achieved finalist status in 2021 and 2022. What's more, we take immense pride in being listed among the Best Places to Work in Hotel Tech during those same years and again this year. But our achievements don't stop there; Mews was also listed among the World's Best Hotel PMS Provider 2023 and as the World's Best Independent Hotel PMS Provider 2022 and 2023 by the World Travel Tech Awards.

    πŸ’­ Life at Mews

    That's what we do, but what about who we are? Mews' culture is special and difficult to capture in words, which makes writing this tricky. You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You'll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person. Sometimes the work can be challenging and there can be a lot of it, but you'll always be able to rely on those around you.

    Yes, we're ambitious and we move fast, but we know the value of fun and taking a breather. Every month we have a Wellness Wednesday, a day off that you can use to boost your health, whether that's a long lie-in, a trip to the gym, or anything in between. We have slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team.

    To get more of an idea what life at Mews is like, check out our Instagram πŸ“Έ. 

    We're guided by our five key values; if you see yourself in them, it's time to get in touch.

    Everyone is welcome at Mews

    To reimagine the art of hospitality, we need teams who represent our global and diverse customers and users. Our differences make Mews, so we welcome people of all backgrounds and identities to work with us. Embracing different perspectives, trying new things and feeling safe to bring your authentic self to work. If this sounds like you and you're ready to join a global, innovative, and exciting community, we'd love to hear from you!

    One very important note….don't hold back! Even if you think you don't meet 100% of the criteria listed in this job role, we still encourage you to apply. We believe that everyone should have equal access to opportunities and want to ensure we provide an inclusive experience, so do let us know if there is anything else we can do to support your application process. We can't wait to hear from you!


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