At Personio, Customer Experience is more than one specific role. It is rather an integral part of our company culture and defines how our customer-facing teams work. Customer Experience follows the mission to maximize customer value in our everyday business. As part of this team, you enable our customers to understand the product, give feedback, encourage their growth, and make their people processes more successful. Join and become part of our exciting journey!

The Customer Success Team is embedded within the Customer Experience (CX) department and follows the mission to proactively engage with customers to expand MRR and maximize lifetime. At Personio, Customer Experience is an essential part of our company culture, which all customer-facing teams work according to. The Customer Experience teams enable our customers to understand the product, provide feedback, grow and ultimately unlock the full potential of HR organizations. We work customer-oriented, entrepreneurial, agile, proactive, data-driven, set on modern tools and constantly improve our processes.

• Net Retention MRR Budget Attainment: You are responsible for all Net Retention initiatives across our Mid Market / Large customer segments and set the direction to achieve company wide business goals
• Leading and Coaching: You develop and lead your leadership team (4 people leaders) in the DACH Mid Market market; you coach team leads (and senior individual contributors) to help them continue to show outstanding performance
• Hiring and Attrition: You are responsible for all hiring activities of employees/team leads in your customer segment, ensuring you achieve the hiring plan, anticipating attrition and avoidable/regrettable leavers
• Strategy: You have a 1-2 year strategic view of how we are growing and retaining our largest and most strategic customer base. You understand the bigger picture, think conceptually and guide teams and stakeholders on how to get there.
• Processes: You work cross-functionally with Program Managers and the Strategy & Operations Team, being responsible for leading the vision of a specific project across all customer segments, hence a big impact on several teams
• Planning: You own the planning for your segment (budget, quota, workforce, OKRs) to ensure a cost-efficient and scaling organization
• Ambassador: You represent Personio towards a large part of our customer base (approx. 50% ARR).

• Leadership Experience: You have a proven track record of +5 years of experience in sales leadership, bring the ability to guide, motivate and grow your leadership team. As a servant leader and thought leader you enable them to be the best version of themselves.
• Operational Experience: You bring +5 years of experience in a customer-facing quota-carrying role (e.g. sales/account management) in a SaaS environment.
• Large Business / Enterprise: You have developed a wider breadth of knowledge on how to build  and grow an Enterprise customer segment, focusing on value mapping, stakeholder engagement, etc. 
• Analytical Mindset and Data-Driven Decisions: You are able to create accurate but optimistic forecasts and reporting, identify & resolve challenges and inefficiencies, and make decisions independently.
• Communication and Listening: You communicate in a very structured and transparent manner to ensure your teams can implement your ideas and strategies, (fluency in English and German).
• Stakeholder Management: You have the ability to work with different stakeholders (Specialist, Leadership team, ICs, Senior Management) and get their needs and goals aligned.
• Team Culture: You create a motivating and competitive environment where employees strive for the best results, work together as a team and are open to grow and change.
• Change Management and Strategic Mindset: You have a positive attitude towards change and see it as an opportunity to develop the business faster; your entrepreneurial and strategic mindset helps you deal with ambiguity and complexity during high growth phases
• Languages: Fluency in English and German is a pre-requisite for this role. 

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 (because we love what we do, but we also love vacation!)
• Make an impact on the environment and society with 2 (fully paid) Impact Days –  one for an individual project of your choice and one for a company-wide initiative
• Receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares
• Find your best way to work with our office-led, remote-friendly PersonioFlex! Most teams offer a roughly 50% remote, 50% in-office working framework
• Invest in your development with an annual personal development budget to use on professional memberships, external certifications, conferences, and more
• Connect with your fellow Personios at regular company and team events like All Company Culture Week and local year-end celebrations
• Engage in a high-impact working environment with flat hierarchies and short decision-making processes.