Senior Manager, Customer Success at Mews (Remote, Worldwide)

Imagine a world where hotels operate seamlessly, delighting guests with every interaction, all powered by intuitive technology. That's the vision Mews brings to life every single day, and we're on a mission to reshape hospitality from the ground up. We are building a platform that helps hotels run smarter, move faster, and create truly unforgettable guest experiences. If you thrive on ownership, curiosity, and making a meaningful impact, consistently delivering high performance, you will find your professional home with us. Join a team of smart, curious individuals who genuinely care about their work, where you'll have the autonomy and trust to make excellent decisions and move quickly, experiencing a real sense of purpose in everything you build.

Overview

We are searching for an exceptional Senior Manager, Customer Success to lead and inspire a dedicated team of Customer Success Managers across the Mid-Market EMEA region. This pivotal role involves driving significant outcomes in customer value, ensuring strong retention, fostering expansion opportunities, and accelerating payment adoption. You will be instrumental in developing your team, shaping strategy, and directly contributing to Mews' continued growth and our customers' success story. This is a fully remote, worldwide opportunity, offering you the flexibility to work from wherever you thrive best.

Key Responsibilities

Lead, mentor, and empower a high-performing team of Customer Success Managers, fostering their professional growth and development.
Drive robust customer value realization, working to ensure our Mid-Market clients in EMEA maximize their investment in Mews.
Achieve and exceed targets for customer retention, reducing churn through proactive engagement and strategic account management.
Identify and capitalize on expansion opportunities within existing accounts, collaborating closely with sales teams to grow revenue.
Accelerate the adoption and usage of Mews Payments across your client base, demonstrating the value of our integrated financial solutions.
Develop and implement customer success strategies tailored to the unique needs of the Mid-Market EMEA segment.
Utilize data and analytics to monitor team performance, identify trends, and make informed decisions that improve customer outcomes.
Act as a strong internal advocate for customers, ensuring their feedback influences product development and service improvements.
Collaborate cross-functionally with product, sales, support, and marketing teams to ensure a cohesive and outstanding customer experience.

Requirements

Proven experience in a leadership role within Customer Success, ideally within a SaaS company.
A strong track record of managing and developing Customer Success Managers or similar client-facing teams.
Demonstrated ability to drive key business outcomes such as retention, expansion, and customer satisfaction.
Deep understanding of the hospitality technology landscape or a strong passion for the industry.
Exceptional communication, interpersonal, and presentation skills, capable of engaging effectively with diverse stakeholders.
Strategic thinker with an analytical mindset, comfortable using data to inform decisions and define success.
Proactive and results-oriented, with a consistent history of achieving and exceeding targets.
Ability to thrive in a fast-paced, rapidly evolving remote work environment.
Experience working with customers in the EMEA region is a significant advantage.

What You'll Gain

The chance to make a substantial impact at a rapidly growing, innovative company that is truly transforming an industry.
Autonomy in your role and the opportunity to lead a critical function within our global organization.
A culture built on trust, collaboration, and continuous learning, where your ideas are valued.
Work alongside some of the brightest minds in hospitality tech, dedicated to pushing boundaries.
A dynamic remote work environment that offers flexibility and supports a healthy work-life balance.
Significant professional growth and development opportunities as Mews continues its exciting global expansion.