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.!Up until today, Customer Success has been offered as a paid service that focused on driving adoption and maximizing value for organizations with more than 500 employees in a 1:1 engagement model. We now aim to launch Customer Success, Scale at Personio and are looking for an experienced manager to lead this journey. As the (Sr.) Manager, Customer Success (Scale Business) you are responsible for developing, launching and executing programs that drive widespread adoption of Personio’s products at scale. You will build up a diverse, analytical and tech-savvy team that implements and controls adoption campaigns for Personio’s small to mid-sized customers (organizations with 20 to 200 employees). In addition, you will remove barriers to customer adoption of Personio and collaborate with the broader CX Leadership and Product Team. This is a demanding role that requires strong leadership, priority management and interpersonal skills.
What you will be doing:
- Develop the business plan for a CS, Scale Team, including roles and responsibilities of team members required to launch and operate the program
- Identify and monitor key drivers and leading indicators for adoption across different customer segments and lifecycle stages
- Implement thoughtful and strategic programs and campaigns that engage customers at key points in their journey to drive product adoption, value realization, and to delight customers
- Build data-driven experimentation into your strategy and foster that culture and mindset within your team
- Attract and hire a team of diverse, tech-savvy individuals with a data-driven and customer-first mindset who will help deliver these programs and offerings, and ensure each team member is continuously inspired and motivated to bring their best self to work