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

Kurz zusammengefasst

The role is Manager of Customer Success for the DACHEE region at Mews, a fast‑growing SaaS provider of hospitality‑industry software. In this position you will lead a team of eight to ten Customer Success Managers (CSMs) across Germany, Austria, Switzerland, Czech Republic, Estonia and Estonia, shaping a commercially driven, AI‑enabled function that moves beyond traditional satisfaction metrics to generate revenue through upsell, cross‑sell and expansion. Day‑to‑day you will set the strategic direction for the team, define priorities and commercial targets, and own performance across retention, expansion, payment adoption and overall customer health after onboarding. You will design and run the operating rhythm, goal‑setting, regular inspections, performance reviews and forecasting, while coaching CSMs to improve commercial conversations, stakeholder management and risk mitigation. Hiring, onboarding and talent development are also key, as is handling escalations and turning recurring issues into scalable process improvements. A central part of the job is building AI‑powered tools that give real‑time insight into customer health, risk and expansion signals, and collaborating with Product, Commercial and Operations to champion the customer's voice internally. The candidate must have proven experience managing Customer Success or Customer Experience teams in a SaaS environment, with accountability for both people and business outcomes. A commercially minded approach is essential, demonstrated by managing teams against upsell, cross‑sell and expansion KPIs rather than only retention. Experience in building or overhauling CS processes and operating models, preferably in a scale‑up context, is required. The role also demands strong coaching and performance‑management skills, data fluency for interpreting trends, and AI Fluency Level 4, having built or shipped an AI‑driven system and being able to make engineering‑level decisions about it. Fluency in both English and German is mandatory. Preferred background includes prior experience in sales or a commercially structured Customer Success function, as well as familiarity with multi‑product SaaS platforms, managing distributed teams across several European markets, and navigating periods of rapid organisational change. The position is based in Germany, with a salary range of $63,000, $110,000 USD, unlimited paid holiday, a share‑ownership programme, generous parental leave, a €300 annual learning budget, flexible hybrid or remote work, relocation support after one year, and a home‑office setup allowance. What the role asks for: - Proven SaaS Customer Success/Experience team management - Commercial KPI experience (upsell, cross‑sell, expansion) - Built or overhauled CS processes and operating models - Strong coaching and performance‑management capability - Data‑fluent with trend analysis skills - AI Fluency Level 4 (built/shipped AI system) - Fluency in English - Fluency in German - Background in sales or commercial CS (preferred) - Experience in multi‑product SaaS environment (nice‑to‑have) - Managed distributed teams across Europe (nice‑to‑have) - Led organisational change or rapid team evolution (nice‑to‑have)