At Mews, we’re on an exciting journey of rapid growth, expanding our product offerings, and redefining what it means to be a trusted partner for our customers. We are seeking a Senior Director of Customer Success to lead and manage relationships with some of our largest mid-market accounts globally.
In this high-visibility leadership role, you’ll be responsible for ensuring our customers achieve maximum value through our solutions, driving value realization and lifetime value for our expanding product suite. This role offers the unique opportunity to shape the future of Customer Success at Mews, with a strong focus on scaling processes and building a high-performing team as we continue to grow quickly.
Reporting directly to the VP of Deployment and Client Engagement, you will oversee a senior team, fostering a collaborative culture while driving cross-sell and upsell opportunities. This is an exciting opportunity for a leader with a builder mindset who thrives on making a strategic impact while scaling teams and processes globally.
This role will require regular travel to engage with customers and understand their needs, strengthening relationships to ensure we continue to be a valued partner.
✅ Your mission, should you choose to accept it:
- Lead with a builder mindset, designing and implementing processes that scale with the growth of the business while delivering consistent, high-value customer success outcomes.
- Drive cross-sell and upsell opportunities across Mews’ diverse product offerings, ensuring customers unlock the full potential of our solutions.
- Build and develop a strong, experienced Customer Success team, fostering a positive, people-oriented culture that emphasizes coaching, talent development, and team collaboration.
- Coach and mentor team to provide guidance on complex customer situations and strategic decision-making.
- Cultivate senior-level customer relationships, managing the delivery of exceptional service for strategic, high-profile accounts.
- Collaborate cross-functionally with product, marketing, sales, and leadership to ensure Customer Success initiatives align with overall business strategy.
- Use data-driven insights to continuously improve customer success processes and provide valuable feedback to the product team for future developments.
- Act as a key voice for the customer within the company, ensuring their feedback is integrated into product roadmaps and strategic decisions.
🤝️ You’ll be a great fit if you bring a few of the below with you:
- Proven experience leading global SaaS/B2B/Enterprise customer success teams in a multi-product environment.
- Experience managing mid-market and enterprise accounts, across deployment and customer success with a focus on long-term strategic partnerships and value creation.
- A builder mindset with a demonstrated ability to develop scalable processes while ensuring excellent customer experiences.
- Excellent analytical skills with the ability to leverage data to drive both business strategy and cross-sell and upsell initiatives based on customer insights
- Monitor and analyze key performance metrics, including customer churn and revenue expansion, providing regular reporting for C-level consumption and forecasting.
- Strong people management and leadership skills, with a proven ability to coach, develop, and inspire high-performing teams.
- Experience collaborating cross-functionally with product, marketing, and sales teams to drive customer success.
- Fintech experience is a plus, especially in industries focused on cost optimization and growth.
