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

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 CSMs across DACHEE 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. DACHEE is one of Mews' largest and fastest-growing regions in EMEA, spanning SMB, mid-market, and enterprise-chain customers.

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 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, inspection cadences, performance reviews, forecasting, and clear accountability for results

Coach and develop team members at different levels, raising capability in commercial conversations, stakeholder management, and risk mitigation

Hire, onboard, and develop talent for long-term success; build succession strength and clear development pathways

Manage escalations with sound judgement, and turn patterns across the customer journey into scalable process improvements

Direct the build of AI-powered systems that give the team real-time visibility into customer health, risk, and expansion signals, designed so other CS leaders at Mews can adopt them too

Act as the voice of the customer internally, partnering with Product, Commercial, and Operations to improve outcomes and influence priorities

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, that's core to how a team operates, 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, not adopting a vendor dashboard someone else built.

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

What you would bring

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: you've managed teams against real commercial KPIs (upsell, cross-sell, expansion), not just retention and satisfaction

Experience building or overhauling CS processes and operating models, ideally in a scale-up or build context, not just inheriting a mature function

A background in sales or a commercially structured CS function is strongly preferred; if your frame of success has been retention and satisfaction alone, this is a significant recalibration

Skilled at coaching and performance management, developing teams through commercial conversations, change, and uncertainty

Data-fluent: you read performance trends, interrogate assumptions, and turn insights into action

AI Fluency Level 4 or the equivalent hands-on experience: you've built or shipped an AI-powered tool or system, and understand it well enough to make engineering-level decisions about it

Fluency in English and German

Nice to have

Experience in a multi-product SaaS environment with a complex platform

Background managing distributed teams across multiple European markets

Track record navigating organisational change or a period of rapid team evolution

Germany

$63,000—$110,000 USD