Job Description

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 post‑onboarding customer journey. You will set the operating rhythm, coach for performance, manage customer escalations to resolution, and partner cross‑functionally to elevate the customer experience and commercial impact.  

The role manages a team that includes Senior Customer Success Managers, CSMs and Associate CSMs. The teams are remotely located across Europe and the role can support customers across multiple regions. It partners closely with the regional Director of Customer Success for Europe. 

Responsibilities 

  • Lead day‑to‑day operations for your Customer Success team, ensuring consistent execution of the Mews customer journey and a remarkable customer experience across the post‑onboarding lifecycle. 
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