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 DACH (d/f/m) you will be part of the leadership team in Personio’s Customer Experience organization. This role leads the strategy and execution for a Customer Success team to ensure the successful adoption, maturity, value realization, and growth of Personio’s largest customers in the DACH region. The focus of this role is to be a coach and strategic planner for a team of Customer Success Managers (CSMs). Another key part of this role is meeting and engaging with customers and establishing relationships with key HR executives within our customer base as well as internal stakeholders.
What you will be doing:
As Lead, Customer Success Management DACH (d/f/m) you will be part of the leadership team in Personio’s Customer Experience organization. This role leads the strategy and execution for a Customer Success team to ensure the successful adoption, maturity, value realization, and growth of Personio’s largest customers in the DACH region. The focus of this role is to be a coach and strategic planner for a team of Customer Success Managers (CSMs). Another key part of this role is meeting and engaging with customers and establishing relationships with key HR executives within our customer base as well as internal stakeholders.
What you will be doing:
- Recruit, train, coach, and develop a team of up to 9 Customer Success Managers in the DACH region, that delivers results, has fun, and lives the Personio values
- In close collaboration with other Team Leads and the Head of Customer Success Management, contribute to the overall vision and strategy of the CSM team
- Monitor and identify adoption, maturity, and growth trends for the team and customers to inform customer and business strategy
- Understand customer needs and collaborate with other internal teams (i.e. Customer Growth, Product) to ensure customer success with special emphasis on adoption, expansion, renewals and churn prevention
- Partner with the Sales organization to engage in pre-sales activities for high-value opportunities