Senior Manager, Customer Success
New
M
MewsHospitality Technology
France; Ireland; Spain; United KingdomFull-TimeManager
SalarySpain: €52.500 — €114.000 EUR; France: €57.000 — €120.000 EUR; Ireland: €65.000 — €120.000 EUR; UK: £65,000 — £105,000 GBP
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Job Details
- Languages
- English
- Required Skills
- Artificial IntelligenceData AnalysisStakeholder managementSaaS
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.
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.
- 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.
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