Mews

Role: Director of Customer Success

Brand: Mews is a leading B2B SaaS and FinTech platform for the new era of Hospitality, with a mission to transform the industry with cloud solutions that make hospitality more rewarding for hoteliers, restaurateurs and guests.

Impact:

- Created the Strategy and Operational roadmap, navigating the transformation of the Customer Success function from a cost centre to a core revenue driver for the business over FY2024.

- Delivered +60% revenue growth and +130% net revenue retention year on year from a base of 6000 enterprise, mid-market and SMB customers.   

- Implemented a global operating model including a Customer Segmentation framework and Digital Touch strategies, driving scalability for FY2025-26. 

- Developed and executed data-driven customer lifecycle marketing tactics, enabling targeted upsell, cross-sell and expansion across key segments.

- Collaborated closely with Sales, Marketing, and Product teams to align operational processes with business goals, driving digital transformation through iterative improvements informed by continuous customer feedback.