Senior Manager, Customer Success

About the role

Let's get into the specifics. It's impossible to capture every nuance of a role - especially at a rapidly growing company like Mews - but if we had to distil it into a job description (which we do because this is a job description), it would be this: The Senior Manager, Customer Success is responsible for leading and developing a team of Customer Success Managers for MM EMEA and delivering strong outcomes across customer value, retention, expansion, and payment adoption. This role is accountable not only for team performance and execution, but also for building the management operating model, raising capability across the team, and driving scalable improvements in the post-onboarding customer journey. You will lead through managers' fundamentals and business ownership: setting clear direction, translating regional priorities into execution plans, inspecting performance trends, and coaching your team to deliver consistent results. You will also act as a key partner to the regional Director of Customer Success for Europe and collaborate cross-functionally to improve customer experience, reduce risk, and increase commercial impact. This role manages a distributed team across Europe, including Senior Customer Success Managers, CSMs, and Associate CSMs, and supports customers across multiple regions.

Responsibilities

• Lead a high-performing Customer Success team across MM EMEA, creating clarity on priorities, outcomes, and expectations aligned to regional and company goals.
• Own team performance across core success metrics, including retention, expansion, payment adoption, customer health, and execution quality across the post-onboarding lifecycle.
• Build the team operating rhythm, including goal-setting, inspection cadences, 1:1s, performance reviews, forecasting inputs, and clear accountability for results.
• Coach and develop team members at different levels of maturity, raising capability in customer strategy, commercial conversations, stakeholder management, and risk mitigation.
• Drive strong resource planning and prioritisation across the team, ensuring work is allocated effectively and that short-, mid-, and long-term goals are delivered predictably.
• Hire, onboard, and develop talent for long-term success, building succession strength and clear development pathways across the function.
• Lead through customer escalations with sound judgement and urgency, while strengthening the team's ability to independently manage complex and high-risk situations.
• Identify patterns, inefficiencies, and execution gaps across the customer journey, then implement scalable process improvements that increase consistency, quality, and efficiency.
• Ensure high standards of operational discipline, including data quality, process adoption, and effective use of Customer Success tools and reporting.
• Translate data into action through clear reporting, risk identification, and performance insights; contribute to forecasting and business reviews with strong recommendations.
• Act as the Voice of the Customer within the business, partnering with Product, Commercial, Operations, and other internal teams to improve customer outcomes and influence priorities.
• Contribute to the broader leadership of the Customer Success organisation by sharing insights, driving alignment, and supporting change across the region.

Requirements

• Proven experience leading Customer Success or Customer Experience teams in a SaaS environment, with clear accountability for both people leadership and business outcomes.
• Strong people management capability, including coaching, performance management, hiring, development planning, and building engaged, high-performing teams.
• Demonstrated ability to translate strategy into team execution, create operating cadence, manage through metrics, and improve systems rather than only individual contributions.
• Commercial acumen and confidence managing complex customer situations, including negotiation, retention risk, and senior stakeholder conversations.
• Strong analytical and data-driven decision-making skills, with the ability to interpret trends, challenge assumptions, and turn insights in

Additional Information

Help make the world more hospitable The hospitality industry is uniquely human, and it deserves technology that's just as inspiring as the people behind it. At Mews, we're transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences. You'll work with smart, curious people who care deeply about what they do. You'll have autonomy and the trust to make good decisions and move quickly. And you'll enjoy a real sense of purpose as you see the impact of what we're building. If you're motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you'll feel at home here.

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