63K–110K USD / year
Manager of Customer Success - DACHEE (m/f/d)
Customer successHybrid — Germany
Published on 2026-10-07
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About this role
Lead a team of 8–10 Customer Success Managers across DACHEE, one of Mews’ largest and fastest-growing EMEA regions. Own team outcomes across retention and revenue expansion while building a scalable, commercially focused operating model. Develop AI-powered systems that surface customer health, risk, and expansion signals.
About the company
Mews builds a cloud property management platform that helps hotels run operations and improve guest experiences.
The team
DACHEE Customer Success team, serving SMB, mid-market, and enterprise-chain customers.
What you'll do
- Set team priorities, commercial expectations, and accountability for results.
- Own performance across retention, expansion, payment adoption, and customer health.
- Establish goal-setting, performance review, forecasting, and inspection cadences.
- Coach, hire, and develop CSMs, building succession strength and development pathways.
- Manage escalations and turn customer journey patterns into scalable improvements.
- Build AI-powered systems for customer health, risk, and expansion signals that other CS leaders can adopt.
- Represent customer needs in partnership with Product, Commercial, and Operations.
What we're looking for
- Experience managing Customer Success or Customer Experience teams in SaaS, with accountability for people and business outcomes.
- Track record managing commercial KPIs such as upsell, cross-sell, and expansion.
- Experience building or overhauling CS processes and operating models.
- Strong coaching, performance management, data analysis, and stakeholder management skills.
- Hands-on experience building or shipping an AI-powered system, with the ability to make engineering-level decisions about it.
- Fluency in English and German.
Nice to have
- Experience in multi-product SaaS with a complex platform.
- Experience managing distributed teams across European markets.
- Experience navigating organisational change or rapid team evolution.
Benefits
- Unlimited paid holiday.
- Company share program.
- Paid parental leave: six months for primary caregivers and two months for secondary caregivers, after one year of service.
- Annual learning budget of €300, with additional funding for high performers.
- Work-from-anywhere flexibility for a few weeks each year and hybrid working options.
- Home office setup budget and monthly work-from-home allowance.
- Relocation options after one year.