Manager, Customer Success
About this role
🌍 Can you help us change the world?
It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $2.5b, 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:
The Manager, Customer Success is responsible for leading and developing a team of Customer Success Managers for MM EMEA, driving customer outcomes and revenue retention/expansion/payment adoption, and ensuring excellent execution of the post‑onboarding customer journey. You will set the operating rhythm, coach for performance, manage customer escalations to resolution, and partner cross‑functionally to elevate the customer experience and commercial impact.
The role manages a team of 8-12 people that includes Senior Customer Success Managers, CSMs and Associate CSMs. The teams are remotely located across Europe and the role can support customers across multiple regions. It partners closely with the regional Director of Customer Success for Europe.
Responsibilities
- Lead day‑to‑day operations for your Customer Success team, ensuring consistent execution of the Mews customer journey and a remarkable customer experience across the post‑onboarding lifecycle.
- Build, nurture, and support a high‑performing team: set clear goals and targets, coach for impact, run regular 1:1s, and cultivate a culture of ownership, feedback, and learning.
- Guide the team to prioritise effectively across short‑, mid‑, and long‑term goals; delegate and unblock work so targets are achieved reliably and predictably.
- Hire, onboard, and develop CSM talent; create progression pathways and performance management rituals that elevate capability and impact quarter over quarter.
- Own and resolve customer escalations; lead through complex situations and coach CSMs on negotiation, stakeholder management, and difficult conversations.
- Implement and continuously improve the CS operating system: adopt standard processes, uphold data quality in core tools, and introduce refinements that drive efficiency and scale.
- Ensure timely, insight‑rich reporting for leadership on retention, expansion, and risks; contribute to forecasting with crisp narratives and data‑driven recommendations.
- Champion the Voice of the Customer and partner with Product and cross‑functional teams to influence roadmap and service delivery for strategic accounts.
Requirements
- Proven people‑management experience in Customer Success/Customer Experience for SaaS, including coaching, performance management, and building high‑performing teams.
- Strength in negotiation and managing difficult customer conversations; credibility with senior customer stakeholders in complex situations.
- Analytical and data‑driven decision‑making; ability to use metrics to back recommendations and drive action on retention and expansion goals.
- Player‑coach leadership: consistent 1:1s, balanced delegation and hands‑on support, timely and constructive feedback, and motivation through clarity and purpose.
- Influence with impact: clear, concise communication across levels; builds alignment and trust; navigates differences to reach solutions that serve shared goals.
- Fluency in English; additional European languages are a plus.
- 🎉 What’s in it for you?
- 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 benefits
- No 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.