Senior Manager, Customer Success

"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.

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 mid-market CSMs across EMEA 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.

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 MM EMEA, setting clear direction on priorities, outcomes, and commercial expectations aligned to regional and company goals
• Own team performance across retention, expansion, payment adoption, customer health, and execution quality across the post-onboarding lifecycle
• Build the team 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
• Drive strong resource planning and prioritisation, ensuring short-, mid-, and long-term goals are delivered consistently
• Hire, onboard, and develop talent for long-term success; build succession strength and clear development pathways
• Manage customer escalations with sound judgement and urgency, while building the team's ability to handle complex situations on their own
• Identify patterns and execution gaps across the customer journey and implement scalable process improvements
• Translate data into clear reporting, risk identification, and performance insights; contribute to forecasting and business reviews
• Act as the voice of the customer internally, partnering with Product, Commercial, and Operations to improve outcomes and influence priorities

• Proven experience managing Customer Success or Customer Experience teams in a SaaS environment - with accountability for both people and business outcomes
• A commercially focused mindset: you see customer success as a revenue mechanism, not just a relationship function - and you have managed teams with commercial KPIs to match
• Experience building or revamping CS processes and team operating models, ideally at a scale-up or in a build context within a larger organisation - not just inheriting a mature function
• A background in sales or a commercially structured CS function is strongly preferred; if your frame of success has been retention and satisfaction alone, this is a significant recalibration
• Strong coaching and performance management skills, with the ability to develop teams through commercial conversations, change, and uncertainty
• Data-fluent: you read performance trends, interrogate assumptions, and turn insights into action
• You have embedded AI into how your team works - building workflows and automation that save real time and raise quality, not just using AI tools personally
• Clear, credible communicator who can align stakeholders across functions and levels
• English required; additional European languages are a plus

• Experience in a multi-product SaaS environment with a complex platform
• Background managing distributed teams across multiple European markets
• Track record navigating organisational change or a period of rapid team evolution

Spain

€52.500 - €114.000 EUR

UK