Manager, Customer Success

Mews

. Manage a Customer Success team of around eight to ten CSMs across DACHEE .

Posted 10/31/2026full-timeRemote • GermanyMid-LevelSenior💰 $63,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing Customer Success teams within a SaaS environment, focusing on performance management, coaching, and driving commercial outcomes. Proficient in developing AI-powered systems to enhance customer health and risk assessment while ensuring effective stakeholder management.

Highest-signal resume keywords

Customer Success ManagementCommercial KPI ManagementAI-Powered Systems DevelopmentCoaching And Performance ManagementFluency In English And German

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ProcessesData AnalysisPerformance ManagementUpsell And Cross-Sell StrategiesRisk MitigationGoal SettingForecastingAccountability RhythmsTeam DevelopmentStakeholder Management

Soft Skills

CoachingLeadershipCommunicationProblem-SolvingCollaboration

Tools & Technologies

AI ToolsSaaS Platforms

Industry Keywords

Customer ExperienceCommercial OutcomesDistributed Team ManagementOrganisational ChangeEuropean Markets

About the role

Key responsibilities & impact

Manage a Customer Success team of around eight to ten CSMs across DACHEE
Set direction on priorities, outcomes, and commercial expectations
Own team performance across retention, expansion, payment adoption, and customer health
Build goal-setting, inspection, performance-review, forecasting, and accountability rhythms
Coach and develop team members in commercial conversations, stakeholder management, and risk mitigation
Hire, onboard, and develop talent; build succession strength and development pathways
Manage escalations and turn customer-journey patterns into scalable process improvements
Direct the development of AI-powered systems for real-time customer health, risk, and expansion signals
Act as the voice of the customer and partner with Product, Commercial, and Operations to improve outcomes and influence priorities

Requirements

What you’ll need

Proven experience managing Customer Success or Customer Experience teams in a SaaS environment, accountable for people and business outcomes
Experience managing teams against commercial KPIs including upsell, cross-sell, and expansion
Experience building or overhauling Customer Success processes and operating models
Background in sales or a commercially structured Customer Success function is strongly preferred
Skilled in coaching and performance management
Data-fluent; able to read performance trends, interrogate assumptions, and turn insights into action
AI Fluency Level 4 or equivalent hands-on experience building or shipping an AI-powered tool or system and making engineering-level decisions
Fluency in English and German
Nice to have: multi-product SaaS experience, distributed-team management across European markets, and organisational-change experience

Benefits

Comp & perks

Unlimited paid holiday
Participation in the company share program
Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
Annual Learning budget of €300 (and more for high performers)
Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
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
Home office setup budget
Monthly work-from-home allowance
Claude tokens
Local benefits varying by location, including healthcare and retirement plans, team events, socials and other perks