Director of Customer Success & Onboarding - North America

Mews

2d•$160,500 - $181,500•Hybrid

About The Position

This role owns everything that happens after a Mews contract is signed in North America, focusing on getting properties live quickly and correctly, and then keeping those relationships healthy and growing. North America is a fast-growing region, and this position combines onboarding and customer success to build the operating model for the region. The role involves growing a leadership team as the region scales, and working closely with commercial leadership, Product, Support, and partners. The Director will also serve as the most senior customer-facing voice in North America, personally handling critical accounts and rollouts.

Requirements

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 involving coordination across many stakeholders.
A track record of owning a revenue number (NRR, GRR, or expansion) and understanding the levers that influence it.
AI Fluency Level 4 or equivalent hands-on experience building an AI-powered tool or system.

Nice To Haves

Hospitality technology or hospitality operations background, including understanding property operations, PMS workflows, and hotel operations.
Background in a high-growth, international SaaS company where the playbook had to be built from scratch.

Responsibilities

Own NRR for the North America region, managing renewals, expansions, and contractions.
Own onboarding and implementation for North America end-to-end, establishing the operating model, resourcing, and quality standards.
Lead complex rollouts, including multi-property groups, franchise operators, and partner-led implementations.
Grow the NA CS and Onboarding teams as the region scales.
Shape the integration of AI-powered tools into NA onboarding and CS operations.
Be responsible for the build of AI-powered systems that change how onboarding and CS operate in North America, making decisions about development and assessing system effectiveness.

Benefits

Unlimited paid holiday
Participation in 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)
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
Monthly work-from-home allowance
Claude tokens
Local benefits (healthcare, retirement plans, team events, socials, and other perks)