Customer Success Manager - German (m/f/d)

Position Overview 

As a Customer Success Manager (CSM), you will support customers as they transition from onboarding to active, successful, and long-term users of Mews products. You will be responsible for driving product adoption, retention, customer ROI, and account growth while delivering measurable value across your territory portfolio. 

This role combines strategic account management with scalable customer engagement, focusing on SMB and Mid-Market customers. Through a blend of one-to-one interactions, one-to-many activities, automation, and digital initiatives, you will foster strong customer relationships and ensure clients achieve their desired business outcomes. 

Customer portfolios are managed through a flexible operating model, which may include: 

• Full ownership by an individual CSM  

• Partial ownership shared between CSMs  

• Collaborative management within a territory pod  

• Fully pod-managed portfolios  

This structure enables both personalized engagement and scalable impact while ensuring seamless collaboration across regions and teams. 

Key Responsibilities 

Customer Success & Account Management 

• Guide customers through adoption, value realization, and renewal—occasionally engaging during onboarding where needed.  

• Build and nurture long-term relationships with business and technical stakeholders.  

• Act as a trusted advisor, aligning customer objectives with Mews solutions.  

• Drive customer satisfaction, loyalty, and retention across your portfolio.  

• Proactively identify risks and implement churn prevention strategies.  

• Expand customer accounts through upsell and cross-sell opportunities.  

Value Creation & Product Adoption 

• Ensure customers maximize the value of Mews products and services.  

• Develop and manage Success Plans and Success Snapshots to track outcomes and ROI.  

• Leverage data-driven insights, including whitespace analysis, to identify growth opportunities.  

• Support customers in achieving measurable business results through increased adoption and optimization.  

Scalable Customer Engagement & Commercial Growth 

• Engage customers through one-to-one, one-to-many, and automated interactions.  

• Drive adoption through webinars, roundtables, community initiatives, targeted outreach, and digital programs.  

• Utilize CRM tools to automate customer journeys and monitor health metrics.  

• Contribute to pipeline generation and revenue growth through strategic account planning.  

• Identify and qualify expansion opportunities aligned with customer goals.  

• Collaborate with Sales and RevOps to ensure seamless account transitions and growth initiatives.  

Cross-Functional Collaboration 

• Partner closely with Sales, Onboarding, Support, Product, Technical Account Managers, and Marketing.  

• Collaborate with internal teams to resolve customer challenges and deliver optimal solutions.  

• Advocate for customer needs and provide actionable feedback to Product and Engineering teams.  

• Support cross-departmental initiatives and strategic projects.  

Strategic Advisory & Change Management 

• Understand customer business goals and recommend best practices for growth and optimization.  

• Provide guidance on governance, change management, and operational improvements.  

• Support customers in adopting new technologies and workflows.  

• Assist in planning and delivering strategic customer initiatives alongside project teams.  

Portfolio & Territory Pod Collaboration 

• Manage customer portfolios individually or within territory pods, depending on business needs.  

• Collaborate with regional teams to ensure consistent and scalable customer engagement.  

• Share ownership of accounts where applicable to maximize efficiency and impact.  

• Contribute to regional strategies and territory success.  

Requirements 

Experience 

• 2–5 years of experience in Customer Success, Account Management, or a similar customer-facing role.  

• Experience in SaaS and/or the hospitality industry preferred.  

• Proven track record of managing customer relationships, driving retention, and delivering revenue growth.  


• Experience working in cross-functional and fast-paced environments. 

Skills & Competencies 

• Fluency in English and German


• Strong customer-centric mindset and relationship-building abilities.  

• Strategic thinking with the ability to translate insights into actionable outcomes.  

• Excellent communication, presentation, and stakeholder management skills.  

• Ability to prioritize tasks based on value, timelines, and dependencies.  

• Strong analytical and problem-solving capabilities.  

• Commercial acumen with a focus on delivering measurable customer value.  

• Ability to grasp technological and business concepts quickly.  

• Adaptability and creativity in a dynamic, fast-paced environment.  

 Technical Proficiency 

Experience with the following tools is advantageous: 

• Gainsight, Salesforce, Confluence, Slack, Jira, and Gong  

• CRM and customer success platforms  

• PMS platforms and hospitality technology solutions