Senior Manager, Customer Success
mewssystemsHelp 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:
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 al
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