Want to know if this job is worth applying to?
United States
Remote only
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.
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.
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.
To be eligible for this position, you must be based in one of the following US states: Arizona, Colorado, Connecticut, Florida, Georgia, Illinois, Kansas, Massachusetts, Montana, Nevada, New Jersey, New York, North Carolina, Ohio, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, or Wisconsin. Expect regular travel within North America for customer visits, team meetings, and company gatherings.
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.
Our success is powered by our incredible people, supported by benefits that help them thrive.
No matter where you’re based, you’ll enjoy:
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.
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:
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.
