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... 🐇
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 distill it down to a job description (which we do because this is a job description), it would be this:
As Senior Manager, Commercial & Customer Operations at Mews, you will own the strategy and operational backbone that enables us to win, onboard, retain, and expand new and existing customers at scale. This role unifies Strategy & Ops for commercial performance (new business, cross-sell) and post-sale (deployment, customer success, upsell and support), under a single operating model, ensuring consistency in target setting, customer journey, and rep execution across the full customer lifecycle.
You will partner closely with Commercial and Customer Success leadership, FP&A, GTM Systems, and GTM Analytics to ensure strategy and decisions are grounded in bottoms up target setting that reflects the boots on the ground reality while building a robust forecasting cadence to ensure repeatability quarter to quarter. Your remit spans across target setting and revenue performance, commercial and CS policy, customer journey design, and team leadership.
This role reports to the Global Head of Revenue Operations and Strategy and manages a combined Commercial and CS Strategy & Operations team.
- Preferred location: New York, but we will also consider candidates located in any of the other eligible states.
- To be eligible for this position, you must be based in one of the following US states: Florida, Georgia, Massachusetts, New Jersey, New York, North Carolina, Ohio, South Carolina, Vermont, Virginia.
GTM Strategy, Targets, Forecasting and Bottoms Up Model
- Own the bottoms-up GTM revenue and capacity models across:
- Regions and segments
- New business, renewals, and expansion
- Product lines (SaaS + Payments)
- Define, analyze and continuously refine:
- Pipeline coverage expectations
- Productivity and ramp assumptions
- Attach-rate targets
- Time-to-payments assumptions
- Act as the single point of accountability for GTM financial targets, including explaining tradeoffs, risks, and sensitivities to leadership. Executional modeling may be delegated but accountability stays here
- Establish tight operating rhythms with Sales, CS, MKT and FP&A to review assumptions, leading indicators, and risks.
Driving Insights and Intra-Quarter and Year Decision-Making
- Continuously compare actuals against GTM financial targets and provide the Commercial and Customer Success teams with actionable insights to inform intra-month, quarter and year decision, allowing the team to make quick pivots
- Leading the development of data-driven processes, including target account selection and ICP (Ideal Customer Profile) identification for individual product lines, to refine our approach to upsells
- Collaborating with the GTM Analytics to ensure reporting frameworks are robust, widely used, and continuously evolving to meet business needs
Commercial & CS Policy Ownership
Own the business logic (not tooling) for the following areas across Commercial and CS:
- Territories & Segmentation: Define segmentation logic, territory design principles, and coverage philosophy.
- Pipeline Coverage & Forecasting Logic: Set coverage formulas, forecast definitions (e.g. commit), and expectations for forecast accuracy. Own forecast accuracy across new business, cross-sell, upsell, and renewals driving continuous improvement in assumptions and methodology
- Compensation Strategy: Define comp philosophy, incentive mechanics, and target alignment for both Commercial and CS
- Customer Hierarchies & Credit Logic: Define how chains, groups, and parents roll up commercially and within CS.
- Renewals & Expansion Rules: Define renewal mechanics, uplift logic, churn categorization, and expansion definitions.
- CS Motions & Workflows (Strategy Layer): Define CS motions, renewal steps, and success criteria (health logic, timing, ownership), in partnership with CS leadership.
- Product packages & SKUs: Work with the pricing and packaging team to define what we sell and how products are bundled
Customer Journey Ownership (Post-Sale)
- Co-own the end-to-end post-sale customer journey, partnering with Deployment, Customer Success, Support, and Business Systems.
- Design and implement scalable processes that reduce time-to-payments, improve retention, and unlock expansion.
- Continuously iterate on the customer journey, finding pain points in how customers interact with Mews and how Mews reps bring customers from lead to signed to activated and payments generating
Leadership & Stakeholder Management
- Lead and develop a high-performing Strategy and Ops team, fostering a culture of ownership, curiosity, and continuous improvement
- Act as a trusted strategic partner to Commercial and Customer Success leadership, influencing decisions across goal setting, capacity, process and territory design and overall GTM strategy
- Align cross-functional priorities across Revenue Operations, Finance, and Systems to deliver outcomes.
- 5+ years in Sales Ops, CS Ops, Commercial Ops, or Revenue Ops in a SaaS business, ideally multi-region or multi-product
- 2+ years of people management experience, including leading high-performing teams and coaching individuals to develop new skills and capabilities.
- Exposure to FinTech / payments models or Support orgs is a plus
- Strong background in financial modeling, revenue analytics, and forecasting
- Experience influencing stakeholders from C-suite to frontline managers.
- Salesforce CRM knowledge
- Exceptional work ethic and throughput, rapid learning ability, strong attention to detail, high ownership, and a clear bias for action.
- High integrity: acts ethically, builds trust, and consistently follows through.
- Seeking a career-defining role with meaningful responsibility and strong opportunities for personal and professional growth.
Did you know Mews was named Best PMS of 2025 - for the second year in a row - and twice recognized as a Best Place to Work in Hotel Tech?
That success is powered by our incredible people and supported by the benefits that help them thrive.
🌍 Global benefitsNo matter where you’re based, you’ll enjoy:
Participation in our company share program
Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)
Unlimited paid holiday (yes, really)
Work from anywhere - enjoy the flexibility to work from other countries for a few weeks each year through our compliant and flexible Workation policy.
Relocation options available after 1 year
- Monthly "EDGE" time - dedicated to Explore, Develop, Grow, and Elevate yourself
Flexible, hybrid working options
One-off home office setup budget to make your workspace your own
Monthly working-from-home and healthcare allowances (where local healthcare benefits are not in avaliable)
We also tailor benefits to each location - from regional healthcare coverage to team events, socials, and other perks that make Mews life special wherever you are.
Because at Mews, growth, balance, and belonging aren't just words, they're how we work.
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.
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. 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 📸.
We’re guided by our five key values; if you see yourself in them, it’s time to get in touch.
We’re an equal opportunities employer. To reimagine the art of hospitality, we need teams that 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. We embrace different perspectives, encourage trying new things and want everyone to feel safe bringing their 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 don’t meet 100% of the criteria listed in this job description, we still encourage you to apply. We believe everyone should have equal access to opportunities and we’re committed to providing an inclusive experience, so please let us know if there’s anything we can do to support you during the application process. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic. We can’t wait to hear from you.
🤖 AI and Hiring at MewsAt Mews, we believe AI enhances our work but should not replace what humanises it and makes it individually ours. We see AI as a tool to support research, generate ideas, and drive efficiency, but creativity, critical thinking, and opinions differentiate us. As you apply, feel free to use AI to help structure your thoughts — but ensure your application and conversations with us, reflect your personal opinions, capabilities and experience. We’re building an AI-enabled workforce, and that starts with people who think independently and bring fresh ideas to the table. Because at Mews, making work more human is the ultimate goal.
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