Remote 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.

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 into action.

• Ability to lead distributed teams effectively, creating alignment, trust, and accountability across multiple locations and levels of experience.

• Clear and concise communicator who builds credibility across functions and levels, aligns stakeholders, and navigates competing priorities effectively.

• Experience improving processes, ways of working, or team operating models to support scale and consistency.

• AI fluency, with the ability to use AI-enabled tools effectively, apply sound judgement in their use, and lead the team in improving efficiency, quality, and customer impact through AI.

• Fluency in English; additional European languages are a plus. 

Pay range location A: Spain

Pay range location B: France

Pay range location C: Ireland

Pay range location D: UK

Pay Transparency at Mews

Salary ranges are provided in good faith and reflect current market conditions and internal pay structures. Final compensation may be adjusted based on funding, budget constraints, or exceptional candidate qualifications, but will remain within reasonable proximity to the stated range.

This salary disclosure is provided in compliance with applicable pay transparency legislation. We are committed to equal pay practices and prohibit salary history inquiries during our recruitment process.

If the location you’re applying from wasn’t originally advertised for this role, salary range information is available upon request at any point during the application/interview process – your recruiter will be able to help.

Pay range location. A

€52.500—€114.000 EUR

Pay range location B

€57.000—€120.000 EUR

Pay range location C

€65.000—€120.000 EUR

Pay range location D

£65,000—£105,000 GBP

What’s in it for you?

Our success is powered by our incredible people, supported by benefits that help them thrive.

Global benefits

No matter where you’re based, you’ll enjoy:

• Unlimited paid holiday (yes, really)
• Participation in our company share program
• Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
• An annual Learning budget of €300 (and more for high performers) to support your development
• Monthly “EDGE” time to Explore, Develop, Grow, and Elevate yourself
• A 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
• A home office setup budget to make your workspace your own and a monthly work-from-home allowance
• Claude tokens, so you can automate workflows and build smarter, more efficient ways of working

Local benefits

You’ll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.

Life at Mews

We’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company.

We also believe transparency is important when deciding if you’re the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.

A few things that define how we work:

• High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn’t a detailed playbook for everything, and that’s part of what makes the work challenging – and rewarding.
• Change is constant. We’re growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will thrive.
• We’re remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter. Our teams are global, so we need expert collaborators and communicators to help us move forward together.
• AI is an integral part of our processes. It’s not here to steal people’s jobs, but to amplify efficiency and productivity. We’re motivated to proactively use the technology to seek out better ways of working and share our findings with the rest of the company.

If there’s anything we can do to support you during the application process, let us know.

We don’t discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic.

One final thing: don’t hold back. If you don’t meet 100% of the criteria in this job description but you’re certain you could make a big impact, apply. Everyone should have equal access to opportunities, and we’re committed to providing an inclusive experience.

If Mews sounds like the kind of environment where you’d thrive, we’d love to hear from you.

Jobicy JobID: 147618