Manager, Customer Success

🔥 2 minutes ago

🇩🇪 Germany – Remote

💵 $63k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Mews

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤝 B2B

🛍️ eCommerce

🏨 Hospitality

B2B • eCommerce • Hospitality

Mews is a cloud-based hospitality management platform that enables hotels and property managers to optimize their operations and enhance guest experiences. It offers solutions such as reservations management, front desk operations, digital guest services, and integrated payments. With its innovative technology, Mews empowers modern hospitality businesses to streamline processes, maximize revenue, and provide remarkable experiences for guests.

📋 Description

• Manage a Customer Success team of around eight to ten CSMs across DACHEE • Set direction on priorities, outcomes, and commercial expectations • Own team performance across retention, expansion, payment adoption, and customer health • Build goal-setting, inspection, performance-review, forecasting, and accountability rhythms • Coach and develop team members in commercial conversations, stakeholder management, and risk mitigation • Hire, onboard, and develop talent; build succession strength and development pathways • Manage escalations and turn customer-journey patterns into scalable process improvements • Direct the development of AI-powered systems for real-time customer health, risk, and expansion signals • Act as the voice of the customer and partner with Product, Commercial, and Operations to improve outcomes and influence priorities

🎯 Requirements

• Proven experience managing Customer Success or Customer Experience teams in a SaaS environment, accountable for people and business outcomes • Experience managing teams against commercial KPIs including upsell, cross-sell, and expansion • Experience building or overhauling Customer Success processes and operating models • Background in sales or a commercially structured Customer Success function is strongly preferred • Skilled in coaching and performance management • Data-fluent; able to read performance trends, interrogate assumptions, and turn insights into action • AI Fluency Level 4 or equivalent hands-on experience building or shipping an AI-powered tool or system and making engineering-level decisions • Fluency in English and German • Nice to have: multi-product SaaS experience, distributed-team management across European markets, and organisational-change experience

🏖️ Benefits

• Unlimited paid holiday • Participation in the company share program • Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service) • Annual Learning budget of €300 (and more for high performers) • Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself • Work from anywhere policy with flexibility to work abroad for a few weeks each year • Relocation options, available after one year • Flexible, hybrid working options • Home office setup budget • Monthly work-from-home allowance • Claude tokens • Local benefits varying by location, including healthcare and retirement plans, team events, socials and other perks

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