🌍 Can you help us change the world?
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... 🐇
🧑🏻 💻 About the role
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.
✅ Your mission, should you choose to accept it:
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.
🤝️ You’ll be a great fit if you bring a few of the below with you:
- 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.
Everyone is welcome at Mews
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.
