# Senior Manager, Customer Success Remote from[UK](https://jobicy.com/job-region/uk.md), [Spain](https://jobicy.com/job-region/spain.md) +2 more, [France](https://jobicy.com/job-region/france.md), [Ireland](https://jobicy.com/job-region/ireland.md)Salary, yearly, EUR 52,500 - 120,000Department [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted24 Jun 2026Apply before24 Jul 2026Experience level Senior Views / Applies 1494 / 120 [About company](https://jobicy.com/company/mews.md) * Share About [Mews](https://jobicy.com/company/mews.md) Our mission is to transform the hospitality industry with cloud solutions that make it more rewarding for everyone. [Computer Software](https://jobicy.com/company-category/software.md) * 2012 Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary This Senior Manager, Customer Success role at Mews, a hospitality tech company, involves leading a distributed team of CSMs across MM EMEA. Responsibilities include driving retention, expansion, and payment adoption while building team operating models and coaching talent. The manager will partner cross-functionally to improve customer experience and commercial impact, reporting to the regional Director of Customer Success. The role demands strategic thinking, operational discipline, and strong leadership in a fast-paced, high-growth environment. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight The role requires managing a distributed team, driving multiple metrics, and influencing across functions, which is demanding and typical for senior leadership positions. ### Salary Analysis Median Market Rate EUR86,250EU Market EUR60k – 130k 0 EUR143k AI Insight The offered salary range of €52,500–€120,000 is competitive for a Senior Manager, Customer Success in Europe. The median of €86,250 aligns well with market averages, though upper-end candidates may command higher compensation depending on experience and location. ### Core Skills Required [Customer Success](https://jobicy.com/jobs?search_keywords=Customer+Success.md) [Team Leadership](https://jobicy.com/jobs?search_keywords=Team+Leadership.md) [SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md) [Hospitality Tech](https://jobicy.com/jobs?search_keywords=Hospitality+Tech.md) [Retention](https://jobicy.com/jobs?search_keywords=Retention.md) [Expansion](https://jobicy.com/jobs?search_keywords=Expansion.md) [Payment Adoption](https://jobicy.com/jobs?search_keywords=Payment+Adoption.md) [Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Crossfunctional+Collaboration.md) [Performance Management](https://jobicy.com/jobs?search_keywords=Performance+Management.md) [Coaching](https://jobicy.com/jobs?search_keywords=Coaching.md) ### Cover Letter Sample Dear Hiring Team, I am writing to express my interest in the Senior Manager, Customer Success role at Mews. With over 8 years of experience leading customer success teams in fast-growing SaaS companies, I have a proven track record of driving retention, expansion, and operational excellence. I am particularly drawn to Mews’ mission of transforming the hospitality industry and would be excited to contribute to your growth in Europe. In my previous role, I built and coached a team of CSMs to achieve 95% retention and 120% net revenue retention. I established scalable processes for customer health monitoring and cross-functional collaboration, directly improving customer outcomes. I am confident I can bring the same level of leadership and strategic impact to Mews. I look forward to the possibility of discussing how I can help Mews deliver exceptional customer experiences. Thank you for your consideration. Sincerely, [Your Name] Copy ### Sample Interview Questions How would you approach building a high-performing customer success team in a distributed environment?I would start by setting clear goals and expectations aligned with regional priorities. Then I'd implement regular 1:1s, team meetings, and performance reviews to ensure accountability. I'd invest in coaching and development, focusing on customer strategy, commercial skills, and risk management. Additionally, I'd leverage tools and data to track performance and identify improvement areas.Describe a time you improved customer retention in a previous role.At my previous company, I noticed a pattern of churn among mid-market customers within the first six months. I led a cross-functional initiative to revamp the onboarding process, adding personalized success milestones and proactive health checks. This reduced early churn by 30% and increased net revenue retention.How do you handle a major customer escalation?First, I ensure the customer feels heard and assign a dedicated point of contact. I quickly gather all relevant details and assemble a crisis team including product, support, and leadership. I then communicate a clear action plan with timelines to the customer and follow up rigorously. Post-resolution, I conduct a root cause analysis to prevent recurrence.How do you use data to drive customer success strategy?I rely on metrics like health scores, product usage, NPS, and renewal probability to segment customers and prioritize interventions. I analyze trends to identify at-risk accounts and expansion opportunities. I also use data to coach my team and report to leadership, ensuring decisions are evidence-based.Can you give an example of how you collaborated with product teams to improve customer outcomes?Yes, I regularly share customer feedback and feature requests with product through structured reviews. In one instance, we identified that customers struggled with reporting, so I worked with product to prioritize a dashboard improvement. The release led to a 15% increase in engagement and positive CSAT scores. ### Help make the world more hospitable 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 Let’s get into the specifics. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it into a job description (which we do because this is a job description), it would be this: The Senior Manager, Customer Success is responsible for leading and developing a team of Customer Success Managers for MM EMEA and delivering strong outcomes across customer value, retention, expansion, and payment adoption. This role is accountable not only for team performance and execution, but also for building the management operating model, raising capability across the team, and driving scalable improvements in the post-onboarding customer journey. You will lead through managers’ fundamentals and business ownership: setting clear direction, translating regional priorities into execution plans, inspecting performance trends, and coaching your team to deliver consistent results. You will also act as a key partner to the regional Director of Customer Success for Europe and collaborate cross-functionally to improve customer experience, reduce risk, and increase commercial impact. This role manages a distributed team across Europe, including Senior Customer Success Managers, CSMs, and Associate CSMs, and supports customers across multiple regions. Responsibilities * Lead a high-performing Customer Success team across MM EMEA, creating clarity on priorities, outcomes, and expectations aligned to regional and company goals. * Own team performance across core success metrics, including retention, expansion, payment adoption, customer health, and execution quality across the post-onboarding lifecycle. * Build the team operating rhythm, including goal-setting, inspection cadences, 1:1s, performance reviews, forecasting inputs, and clear accountability for results. * Coach and develop team members at different levels of maturity, raising capability in customer strategy, commercial conversations, stakeholder management, and risk mitigation. * Drive strong resource planning and prioritisation across the team, ensuring work is allocated effectively and that short-, mid-, and long-term goals are delivered predictably. * Hire, onboard, and develop talent for long-term success, building succession strength and clear development pathways across the function. * Lead through customer escalations with sound judgement and urgency, while strengthening the team’s ability to independently manage complex and high-risk situations. * Identify patterns, inefficiencies, and execution gaps across the customer journey, then implement scalable process improvements that increase consistency, quality, and efficiency. * Ensure high standards of operational discipline, including data quality, process adoption, and effective use of Customer Success tools and reporting. * Translate data into action through clear reporting, risk identification, and performance insights; contribute to forecasting and business reviews with strong recommendations. * Act as the Voice of the Customer within the business, partnering with Product, Commercial, Operations, and other internal teams to improve customer outcomes and influence priorities. * Contribute to the broader leadership of the Customer Success organisation by sharing insights, driving alignment, and supporting change across the region. Requirements * Proven experience leading Customer Success or Customer Experience teams in a SaaS environment, with clear accountability for both people leadership and business outcomes. * Strong people management capability, including coaching, performance management, hiring, development planning, and building engaged, high-performing teams. * Demonstrated ability to translate strategy into team execution, create operating cadence, manage through metrics, and improve systems rather than only individual contributions. * Commercial acumen and confidence managing complex customer situations, including negotiation, retention risk, and senior stakeholder conversations. * Strong analytical and data-driven decision-making skills, with the ability to interpret trends, challenge assumptions, and turn insights into action. * Ability to lead distributed teams effectively, creating alignment, trust, and accountability across multiple locations and levels of experience. * Clear and concise communicator who builds credibility across functions and levels, aligns stakeholders, and navigates competing priorities effectively. * Experience improving processes, ways of working, or team operating models to support scale and consistency. * AI fluency, with the ability to use AI-enabled tools effectively, apply sound judgement in their use, and lead the team in improving efficiency, quality, and customer impact through AI. * Fluency in English; additional European languages are a plus. Pay range location A: Spain Pay range location B: France Pay range location C: Ireland Pay range location D: UK 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. If the location you’re applying from wasn’t originally advertised for this role, salary range information is available upon request at any point during the application/interview process – your recruiter will be able to help. Pay range location. A€52.500—€114.000 EURPay range location B€57.000—€120.000 EURPay range location C€65.000—€120.000 EURPay range location D£65,000—£105,000 GBP ### What’s in it for you? Our success is powered by our incredible people, supported by benefits that help them thrive. ### Global benefits 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. ### Life at Mews We’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company. We also believe transparency is important when deciding if you’re the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems. A few things that define how we work: * High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn’t a detailed playbook for everything, and that’s part of what makes the work challenging – and rewarding. * Change is constant. We’re growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will thrive. * We’re remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter. Our teams are global, so we need expert collaborators and communicators to help us move forward together. * AI is an integral part of our processes. It’s not here to steal people’s jobs, but to amplify efficiency and productivity. We’re motivated to proactively use the technology to seek out better ways of working and share our findings with the rest of the company. If there’s anything we can do to support you during the application process, let us know. We don’t discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic. One final thing: don’t hold back. If you don’t meet 100% of the criteria in this job description but you’re certain you could make a big impact, apply. Everyone should have equal access to opportunities, and we’re committed to providing an inclusive experience. If Mews sounds like the kind of environment where you’d thrive, we’d love to hear from you. Show more [Apply now >](https://jobicy.com/jobs/147618-senior-manager-customer-success-2.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## How to apply ## See a few more Similar Customer Success remote jobs * ![Datavant logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/a41e8e85-221.jpeg) Datavant ### [Manager, Client Sucess](https://jobicy.com/jobs/146547-manager-client-sucess.md) Datavant is the data collaboration platform trusted for healthcare. Guided by our mission to make the world’s health data secure, accessible and actionable, we provide critical data solutions for organizations… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) US•Full TimeUSD 130k-150k/year* ![Turnitin, LLC logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/07/74eaceda-221.jpg) Turnitin, LLC ### [Technical Support Representative, Tier 1 (Mexico Remote)](https://jobicy.com/jobs/147001-technical-support-representative-tier-1-mexico-remote.md) Company DescriptionWhen you join Turnitin, you’ll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions… ![Mexico flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/mx.svg) MX•Full TimeNEW* ![Ashby logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/63864ee6-221.png) Ashby ### [Strategic Customer Success Manager – Americas](https://jobicy.com/jobs/147007-strategic-customer-success-manager-americas.md) About this RoleHi, I’m Loren, the Head of Strategic Customer Success here at Ashby. My team is dedicated to building deep, consultative partnerships within the Enterprise space. Our Customer Success… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) US•Full TimeNEW* ![Ashby logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/63864ee6-221.png) Ashby ### [Startup Customer Success Manager – Americas](https://jobicy.com/jobs/145717-startup-customer-success-manager-americas.md) Hello! I’m Jared 👋 I joined Ashby four years ago as the first member of the Startup Customer Success team. Since then, I have been a part of building out… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) US•Full TimeUSD 80k-120k/year* ![Sutherland logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/06060827-221.jpg) Sutherland ### [Customer Service Representatives](https://jobicy.com/jobs/149034-customer-service-representatives-3.md) Company DescriptionAs a digital transformation company — and Great Place to Work certified — Sutherland has been helping customers globally achieve greater agility and transform automated customer experiences for over 35 years…. ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) US•Full TimeUSD 28k-28k/year* ![TechMagic logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/09/3015c753-221.png) TechMagic ### [Customer Experience Analyst](https://jobicy.com/jobs/146131-customer-experience-analyst.md) We are looking for a Customer Experience Analyst to join our client — a globally recognized leader in the luxury hospitality sector. This is an enterprise-level project involving high-traffic web… ![Ukraine flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/ua.svg) UA•Full TimeNEW* ![Screenverse logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/d519279c-221.png) Screenverse ### [Customer Success Manager](https://jobicy.com/jobs/146553-customer-success-manager-37.md) What You Need to KnowSummary of the company and what we doSummary and details of the role we’re looking to fillList of qualifications we’re looking forList of benefits of the… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) US•Full TimeUSD 85k-95k/year* ![Enode logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/06/70d7b7e3-221.webp) Enode ### [Customer Success Manager](https://jobicy.com/jobs/146751-customer-success-manager-38.md) About EnodeThe grid was built for predictable, centralised power. Today it’s absorbing intermittent supply from grid scale solar and wind, alongside dynamic demand from EVs, heat pumps, and home batteries…. ![Europe flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/eu.svg) ![Norway flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/no.svg) EU, NO•Full TimeNEW* ![Fortive logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/06/08ee6cc3-221.webp) Fortive ### [Product Support Specialist](https://jobicy.com/jobs/149402-product-support-specialist.md) DescriptionAct as the support resource for Censis clients to ensure resolution and client satisfaction on support and technical issues. This position provides excellent support and customer service to all clients… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) US•Full TimeNEW* ![Experian logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2021/09/dcc5b29a570bb19b9f5c3e150db2fdfe.jpg) Experian ### [Support Engineer II – Developer Portal](https://jobicy.com/jobs/149397-support-engineer-ii-developer-portal.md) Company DescriptionExperian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare,… ![Costa Rica flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/cr.svg) CR•Full TimeNEW [More Jobs](https://jobicy.com/jobs.md)