Manager, Customer Success

📋 Description

• • As a Manager, Customer Success at Mews Systems B.V., you will be instrumental in leading and developing a dedicated team of Customer Success Managers (CSMs) focused on the EMEA region. Your primary objective will be to drive exceptional customer outcomes, ensuring high levels of revenue retention and expansion through effective adoption of Mews solutions, including payment functionalities.
• • You will be responsible for overseeing the entire post-onboarding customer journey, ensuring a seamless and positive experience for all clients. This involves establishing a clear operational rhythm for your team, providing consistent coaching to foster high performance, and adeptly managing customer escalations to swift and satisfactory resolutions.
• • A key aspect of this role is cross-functional collaboration. You will partner closely with various departments to enhance the overall customer experience and maximize the commercial impact of customer success initiatives.
• • You will manage a team of 8-12 individuals, comprising Senior Customer Success Managers, CSMs, and Associate CSMs. This team is distributed remotely across Europe, and your role will support customers across multiple regions, requiring strong remote leadership and communication skills.
• • You will work in close partnership with the regional Director of Customer Success for Europe, contributing to the broader strategic goals of the customer success function.
• • Your responsibilities will include leading the day-to-day operations of your Customer Success team, ensuring the consistent execution of the Mews customer journey and delivering a remarkable customer experience throughout the post-onboarding lifecycle.
• • You will be tasked with building, nurturing, and supporting a high-performing team. This involves setting clear goals and targets, providing impactful coaching, conducting regular one-on-one meetings, and cultivating a culture that emphasizes ownership, continuous feedback, and learning.
• • Guiding your team to effectively prioritize across short, mid, and long-term goals will be crucial. You will delegate tasks and remove roadblocks to ensure targets are met reliably and predictably.
• • You will be responsible for hiring, onboarding, and developing CSM talent. This includes creating clear progression pathways and implementing performance management rituals designed to elevate team capabilities and impact quarter over quarter.
• • You will own and resolve customer escalations, demonstrating leadership through complex situations and coaching your CSMs on negotiation, stakeholder management, and handling difficult conversations effectively.
• • A significant part of your role will be to implement and continuously improve the Customer Success operating system. This includes adopting standard processes, maintaining high data quality in core tools, and introducing refinements to drive efficiency and scale.
• • You will ensure timely and insightful reporting to leadership on retention, expansion, and potential risks. You will also contribute to forecasting efforts with clear narratives and data-driven recommendations.
• • You will act as a champion for the Voice of the Customer, partnering with Product and other cross-functional teams to influence the product roadmap and service delivery for strategic accounts.
• • This role requires a player-coach leadership style, balancing delegation with hands-on support, providing timely and constructive feedback, and motivating the team through clarity of purpose.
• • You will need to influence effectively through clear, concise communication across all levels, building alignment and trust, and navigating differences to achieve shared goals.
• • Fluency in English is essential, with additional European languages being a significant advantage.
• • You will contribute to Mews' mission of transforming the hospitality industry by ensuring our customers maximize the value of our leading property management solution and cloud technology, driving their digital transformation and enhancing guest experiences.