Manager of Customer Success - DACHEE (m/d/f)

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

You’d manage Customer Success across DACHEE, one of Mews' largest and fastest-growing markets in EMEA, covering the full range of customers from SMB through mid‑market to enterprise chains. In this role you’ll be building the commercial model, coaching an 8 to 10 person CSM team, and shaping what Customer Success at Mews looks like for years to come.

What you’ll be doing

• 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, forecasting, performance reviews, and clear accountability for results
• Hire, onboard, and develop talent for long‑term success; build succession strength and clear development pathways
• Direct the build of AI‑powered systems that give the team real‑time visibility into customer health, risk, and expansion signals

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, 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.

For more information on AI fluency at Mews, please refer to AI Fluency at Mews: A Comprehensive Guide for Candidates on Confluence.

What we’re looking for

• 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, with a track record managing teams against real commercial KPIs
• Experience building or overhauling CS processes and operating models, ideally in a scale‑up or build context
• AI Fluency Level 4 or the equivalent hands‑on experience: you’ve built or shipped an AI‑powered tool or system yourself
• Fluency in English and German

Pay Transparency at Mews

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.

What’s in it for you?

Our success is powered by our incredible people, supported by benefits that help them thrive.

No 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

Local benefits

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.