Manager, Customer Success

The Customer Success Lead is a people manager responsible for leading and developing a team of Customer Success Managers for MM EMEA driving customer outcomes and revenue retention/expansion/payment adoption and ensuring excellent execution of the postonboarding customer journey. You will set the operating rhythmcoach forperformance manage customer escalations to resolution and partner crossfunctionally to elevate the customer experience and commercial impact.

The role manages a team that includes Senior Customer Success ManagersCSMsandAssociate CSMs.The teams are remotelylocatedacrossEuropeand the role can support customers across multiple regions.Itpartners closely with the regional Director of Customer Success for Europe.

Responsibilities

• Lead daytoday operations for your Customer Successteam ensuring consistent execution of the Mews customer journey and a remarkable customer experience across the postonboarding lifecycle.

• Build nurture and support a highperforming team: set clear goals and targets coach for impact run regular 1:1s and cultivate a culture of ownership feedback and learning.

• Guide the team toprioritiseeffectively across short mid and longterm goals; delegate and unblock work so targets are achieved reliably and predictably.

• Hire onboard and develop CSM talent; create progression pathways and performance management rituals that elevate capability and impactquarter over quarter.

• Own and resolve customer escalations; lead through complex situations and coach CSMs on negotiation stakeholder management and difficult conversations.

• Implement and continuously improve the CS operating system: adopt standard processes uphold data quality in core tools and introduce refinements that drive efficiency and scale.

• Ensuretimely insightrich reporting for leadership on retention expansion and risks; contribute to forecasting with crisp narratives and datadriven recommendations.

• Champion the Voice of the Customer and partner with Product and crossfunctional teams to influence roadmap and service delivery for strategic accounts.

Requirements

• Proven peoplemanagement experience in Customer Success/Customer Experience for SaaS including coaching performance management and building highperforming teams.

• Strength in negotiation and managing difficult customer conversations; credibility with senior customer stakeholders in complex situations.

• Analytical and datadriven decisionmaking; ability to use metrics to back recommendations and drive action on retention and expansion goals.

• Playercoach leadership: consistent 1:1s balanced delegation and handson supporttimelyand constructive feedback and motivation through clarity and purpose.

• Influence with impact: clear concise communication across levels;buildsalignment and trust; navigates differences to reach solutions that serve shared goals.

• Fluency in English; additional European languages are a plus.

Required Experience:

Manager