The Role

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!

As Lead, Customer Success Management (mid-touch), you will be part of the leadership team in Personio’s Customer Experience organisation. You are responsible for developing, launching and executing new programs that drive widespread adoption for Personio’s Mid Market customers (200 to 500 employees) in the DACH region. At a team level, you will build up a diverse, analytical and tech-savvy team of Customer Success Managers (CSMs) and ensure value creation for your book of business by engaging with customers and establishing relationships with key HR executives within our customer base as well as internal stakeholders. Given you’ll be leading an entirely new segment in Customer Success, this role does not only require strong leadership, priority management and interpersonal skills but especially hiring and onboarding stamina as you will hire up to 6 new team members in the first months.

What you will be doing:

• Recruit, train, motivate and develop a team of up to 9 Customer Success Managers in the DACH region that delivers results, has fun and lives the Personio Principles

• Partner with other leaders at Personio and contribute to the overall vision and strategy of the CSM team in close collaboration with the Senior Lead of Customer Success Management

• Provide operational oversight of the business to deliver on targets and KPIs

• Monitor and identify adoption, maturity, and growth trends for the team and customers to inform customer and business strategy

• Create an internal and external network to cultivate strong relationships with key stakeholders in your markets

• Develop strong relationships with Personio’s Mid-Market customers. Roll up your sleeves and actively engage in customer success activities and support CSMs in important customer meetings such as escalation and churn prevention calls

• Partner with the After Sales organisation to engage in post-sales activities for high-value opportunities, primarily focusing on lead generation for Growth Managers and expansion outcomes

What you need to succeed

• 3+ years of customer-facing leadership experience within a (B2B) SaaS organisation. Ideally, having managed mid-touch portfolio sizes of +50 to 100 customers per CSM

• Excellent communication skills both with customers and within an organisation

• Strong track record of identifying customer needs and successfully implementing long-term software solutions from enterprise to scale

• Strong track record of defining and executing against key performance indicators

• Ability to build trust and rapport with a (customer success) team and their respective book of business

• Ability to challenge team members and be challenged to achieve team goals

• Proactive interest in increasing customer satisfaction and deepening customer relationships

• Comfortable and willing to be a hands-on contributor whenever your team and customers need you. Also, on-site with customers.

• Demonstrated passion for HR and People Management

• Experience with enterprise SaaS vendors preferred

• Fluent German and English speaker; any other language is a plus

Why Personio

Aside from our people, culture, and mission, there are a variety of additional benefits that help make Personio a great place to work! 

Work with us and receive these Munich office benefits (benefits will vary depending on office location):


• Competitive compensation package – reevaluated each year – that includes salary, benefits, and pre-IPO equity

• 28 days of paid vacation, plus another additional day after 2 and 4 years (because we love what we do, but we also love vacation!)

• 2 Impact Days you can use to have an impact on the environment and society –  one for an individual project of your choice and one for a company-wide initiative! #SocialResponsibility

• Find your best way to work with our office-led, remote-friendly PersonioFlex! We offer a roughly 50% remote, 50% in-office working framework to suit your needs

• Annual personal development budget for you to invest in your development via professional memberships, external certifications, conferences, and more

• Regular company and team events like All Company Culture Week and local year-end celebrations

• High-impact working environment with flat hierarchies and short decision-making processes

• Receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares

• Save money with corporate discounts across brands like Adidas, LG, Bosch, Apple, and more

• Invest in your retirement via the Personio Pension Scheme, including a Personio contribution

• Choose between green mobility options, including a JobRad® bike or monthly public transportation ticket

• Access multiple fitness studios and sports facilities across Germany for €22 per month with a subsidized Qualitrain membership

• A beautiful, spacious office in the heart of Munich, complete with professional espresso machines, free drinks and snacks, and indoor and outdoor break spaces