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