Let's Do It!

The Mesh team is a group of innovators and leaders on a mission to make spend management and payments smarter, smoother, and more secure. We believe in building a transparent and dynamic world, and we highly invest in our people, customers, and products. We have a flexible work model, connecting people from multiple locations including the US, Europe, and Tel Aviv. We are always looking for talented people to be part of the team and to help shape the Mesh product and culture. Join us in building the future of corporate payments!

Job Overview:

Mesh seeks a highly motivated and dynamic leader to manage a team of Customer Success Managers (CSMs) focused on driving success for small—to medium-sized businesses (VSBs) across the EMEA region. This role will shape strategy and ensure exceptional service delivery to help these businesses thrive. A key focus will be maintaining strong customer relationships, driving upsell and cross-sell opportunities, and providing seamless onboarding for new customers.

Reports to: Director of Customer Experience

Key Responsibilities:

• Customer Satisfaction: Ensure high levels of customer satisfaction through proactive, exceptional service delivery across chat, email, and video calls.

• Onboarding & Support: Oversee the customer onboarding process and provide ongoing support to maximize customer experience and the value they derive from the platform.

• Customer Contact Management: Act as the primary point of contact for all customer inquiries, ensuring timely and effective resolutions.

• Performance Monitoring: Track and analyze team performance metrics while providing coaching, feedback, and mentorship, ensuring the team consistently meets or exceeds targets.

• Team Development: Lead regular team meetings, communicate goals and updates, and ensure compliance with service procedures: Foster engagement and professional growth within the team.

• Escalation Management: Handle escalated customer issues promptly, ensuring a satisfactory resolution and promoting customer retention.

• Process Improvement: Identify performance gaps, trends, and areas for improvement; collaborate with other departments to streamline processes and resolve issues efficiently.

• Project Management: Manage and contribute to projects and tasks within the Customer Success department, ensuring they are completed successfully and aligned with team objectives.
• Upsell & Cross-Sell: Create and implement strategies to upsell and cross-sell additional products or services to customers.

Requirements:

• Experience: 2-3 years of previous experience in a similar leadership role within a SaaS company – (Required)
• International Experience: Prior experience working with global customers and being part of international teams – (Required)
• Leadership Experience: Strong leadership skills with a proven track record of mentoring and guiding teams to success.
• English Proficiency: Effective communication skills in English, both written and spoken - ( Required)
• Problem-Solving & Innovation: Demonstrated ability to take ownership, solve complex problems, and think creatively.
• Self-Learning Ability: Strong aptitude for self-directed learning and adapting to new challenges.