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 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.
What you would do
- 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
What you would bring
- 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
Nice to have
- 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 people-management experience in Customer Success/Customer Experience for SaaS
- Strength in negotiation and managing difficult customer conversations
- Analytical and data-driven decision-making
- Player-coach leadership with consistent 1:1s and timely feedback
- Clear, concise communication with senior stakeholders
- Fluency in English; additional European languages are a plus
What We Do
An innovative hospitality management cloud that empowers the modern hotelier to improve performance, maximize revenue, and provide remarkable guest experiences
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