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 roleLet'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.
What you would do- 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 AI Fluency at Mews: A Comprehensive Guide for Candidates on Confluence.
What you would bring- Proven experience managing Customer Success or Customer Experience teams in a SaaS environment, accountable for both people and business outcomes
- A commercially minded approach to Customer Success: you've managed teams against real commercial KPIs (upsell, cross-sell, expansion), not just retention and satisfaction
- Experience building or overhauling CS processes and operating models, ideally in a scale-up or build context, 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
- Skilled at coaching and performance management, developing teams through commercial conversations, change, and uncertainty
- Data-fluent: you read performance trends, interrogate assumptions, and turn insights into action
- AI Fluency Level 4 or the equivalent hands-on experience: you've built or shipped an AI-powered tool or system, and understand it well enough to make engineering-level decisions about it
- Fluency in English and German
- 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
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.
What’s in it for you?Our success is powered by our incredible people, supported by benefits that help them thrive.
Global benefitsNo 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
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 MewsWe’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.
Skills Required
- Proven experience managing Customer Success or Customer Experience teams in a SaaS environment
- Accountability for both people and business outcomes
- Experience managing teams against commercial KPIs, including upsell, cross-sell, or expansion
- Experience building or overhauling Customer Success processes and operating models
- Strong coaching and performance management skills
- Ability to develop teams through commercial conversations, change, and uncertainty
- Data fluency, including interpreting performance trends and turning insights into action
- AI Fluency Level 4 or equivalent hands-on experience building or shipping an AI-powered tool or system
- Fluency in English and German
- Background in sales or a commercially structured Customer Success function
- Experience in a multi-product SaaS environment with a complex platform
- Experience managing distributed teams across multiple European markets
- Track record navigating organizational change or rapid team evolution
What We Do
An innovative hospitality management cloud that empowers the modern hotelier to improve performance, maximize revenue, and provide remarkable guest experiences
