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München, Bayern, Deutschland
Hybrid
Personio's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our team of 1,500 Personios is building user-friendly products that delight our 15,000+ customers and their 1.5 million employees. Ready to make an impact from day one?
This role requires 3 days per week in the office and is based in Berlin or Munich.
Our Customer Experience team thrives on collaboration, working closely with teams across Personio to ensure that customer voices are at the heart of everything we do. We are dedicated to understanding and advocating for our customers, using data-driven insights to shape our customer experience strategies and influence what we build.
As a Lead Implementation at Personio, you shape how customers experience our product from day one. You lead a team to ensure every customer in DACH activates Personio smoothly and on time, managing a portfolio of implementation projects that drive predictable delivery and outstanding customer experience. You build a culture of accountability and high performance, turning onboarding into a strategic advantage.
Role Responsibilities: What you'll do
Portfolio Management: You own a portfolio of customer implementation projects across DACH, ensuring timely go-lives and activations while maintaining oversight of your team's books of business to drive consistent outcomes.
Performance Leadership: You set clear expectations, conduct regular 1:1s, and use data to monitor progress, address risks early, and ensure alignment with team and company KPIs.
Operational & Financial Excellence: You ensure optimal billable utilization, manage project budgets to prevent scope creep, and allocate resources strategically to balance workload and maximize efficiency.
Customer Satisfaction: You champion the customer experience throughout implementation, supporting your team to deliver high CSAT scores while balancing operational efficiency with genuine customer value.
Coaching & Development: You challenge and develop your team through constructive feedback, shadowing, mentoring, and tailored support to accelerate their growth in project management and customer engagement.
Leadership & Culture: You build a high-performance culture where accountability is the standard, your team embraces challenge and change, and collaboration with stakeholders drives shared success.
Role Requirements: What you need to succeed
Experience: You have 6+ years in customer-facing B2B SaaS roles (as a consultant, CSM, or implementation lead) and 2+ years as a people manager. Proficiency in German is a must, fluency is a big plus.
Portfolio Management: You have proven experience owning a portfolio of customer projects, ensuring timely delivery, optimal resource allocation, and strong outcomes for both customers and the business.
Performance Orientation: You have a relentless focus on Professional Services targets and KPIs, with a bias for action, continuous improvement, and delivering measurable results. You have that edge to drive results.
Customer-Centricity: You balance operational efficiency with a commitment to high customer satisfaction and advocacy, ensuring customers feel supported throughout their journey.
Coaching & Development: You're skilled at developing others through feedback, mentoring, and practical support, fostering a growth mindset and accelerating team performance.
Strategic Thinking: You can develop and communicate a vision for the team, plan for capability gaps, and execute on hiring or development initiatives that drive long-term success.
Communication & Resilience: You have outstanding interpersonal skills to simplify complex topics and build trust, while remaining comfortable with ambiguity and leading your team through change and evolving expectations.
AI Fluency: You have hands-on experience using AI to improve your workflow, and the sound judgment to know exactly when to rely on it and when to step in yourself.
Why Personio
Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.
Aside from our people, culture, and mission, check out some of the other benefits that make Personio a great place to work:
Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years
Make an impact on the environment and society with 1 (fully paid) Impact Day
Receive generous family leave, child support, mental health support, and sabbatical opportunities
We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch.