Manager of Customer Success - DACHEE; m​/f​/d

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 is driven to deliver consistent high performance, you’ll feel at home here.

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:

Managing a Customer Success team at Mews right now means more than keeping customers healthy and renewing contracts. The function is evolving — becoming more commercially focused, more AI-enabled, and more scalable — and this hire guides that shift. You will manage a team of around eight to ten CSMs across DACHEE and be accountable not just for team performance but for building the operating model, raising commercial capability, and helping reshape what Customer Success at Mews looks like over the next few years.

DACHEE is one of Mews’ largest and fastest-growing regions in EMEA, spanning SMB, mid-market, and enterprise‑chain customers.

This is not a role for a traditional people manager whose definition of success is customer satisfaction scores and product adoption. The Mews CSM team carries commercial KPIs — upsell, cross‑sell, expansion — and the person in this seat needs to believe that customer success is a revenue‑generating function and build their team accordingly. If you are coming from a background in sales and moved into customer success, or from a CS function that was already commercially structured, you will recognise the model immediately.

• Manage a high‑performing Customer Success team across DACHEE, setting clear direction on priorities, outcomes, and commercial expectations
• Own team performance across retention, expansion, payment adoption, and customer health across the post‑onboarding lifecycle
• Build the team’s operating rhythm: goal‑setting, inspection cadences, performance reviews, forecasting, and clear accountability for results
• Coach and develop team members at different levels, raising capability in commercial conversations, stakeholder management, and risk mitigation
• Hire, onboard, and develop talent for long‑term success; build succession strength and clear development pathways
• Manage escalations with sound judgement, and turn patterns across the customer journey into scalable process improvements
• Direct the build of AI‑powered systems that give the team real‑time visibility into customer health, risk, and expansion signals, designed so other CS leaders at Mews can adopt them too
• Act as the voice of the customer internally, partnering with Product, Commercial, and Operations to improve outcomes and influence priorities

AI Fluency Level 4: this role goes beyond using AI tools well yourself. You’ve built or shipped an AI‑powered system, not a workflow, that’s core to how a team operates, and you understand the underlying models and infrastructure well enough to make real engineering decisions about it. Here, that looks like owning the AI‑driven tooling behind customer health, risk, and expansion signals for your team, not adopting a vendor dashboard someone else built.

For more information on AI fluency at Mews, please refer to…