(Senior) Customer Success Manager MB (d/f/m)

The Role: How you'll make an impact at Personio

It’s time to bring your best and make your mark. Join Customer Experience at Personio, using your subject-matter expertise to build relationships with our customers and help them maximize their value every day. Together, we’re solving real problems for real people.

As part of the Medium Business Team, you enable our customers to maximize their product experience by driving product adoption and growth opportunities at scale.

Role Responsibilities: What you'll do

• Customer Engagement: Act as a subject matter expert in customer success by balancing proactive and reactive engagement strategies. Leverage scalable touchpoints to support the needs of multiple customers, while providing 1:1 guidance for high-opportunity or risk customer use cases.

• Product Adoption & Health: Analyze adoption trends across the customer pool to uncover opportunities for enhanced engagement and added customer value. Develop and implement strategies that proactively improve customer health and strengthen lock-in at scale.

• Churn and Risk Mitigation: Regularly assess customer health metrics, track engagement levels to identify early warning signs of churn or detraction. Develop and execute targeted actions to address these risks and support customer retention at scale.

• Account Growth: Collaborate closely with Account and Sales Solution Managers to drive growth across the customer pool by identifying and advancing any kind of expansion opportunities. Facilitate the development and execution of targeted strategies that align with business goals and maximize account potential.

• Scalable Engagement Strategies: Develop and continuously improve efficient and scalable engagement models that accommodate diverse customer needs across the pool. , Use data-driven strategies to enhance customer experience and ensure scalable impact.

• Data Management and Documentation: Maintain data integrity within our customer systems by consistently tracking interactions and identifying automation opportunities. Drive accuracy and completeness across all segment records.

• Projects: Lead projects that support the evolution of the Customer Success organization.

Additional tasks and responsibilities for Senior level:

• Contribute to the Customer Success strategy for our Medium Business customers.

• Assist in the proof of concept of our service offering to validate that it meets our customers’ needs and requirements.

• Challenge the status quo and seek opportunities for innovation within the Customer Success processes and structures.

Role Requirements: What you need to succeed

• You have 3-5 years (mid-level) and 5+ years (Senior) of client-facing experience managing a large customer portfolio or pool, ideally at a SaaS company.

• You are fluent in German (C2/Native) and English (C1).

• You possess an analytical mindset combined with a strong sense of accountability and ownership.

• You have the ability to manage and resolve problems by identifying root causes and facilitating open exchange to find mutually beneficial solutions.

• You are proficient in identifying upsell opportunities and developing actionable plans to drive expansion.

• You have strong prioritization and execution capabilities, driven by customer needs, business impact, and expansion potential.

• You are strongly committed to data quality by taking proactive measures to ensure accuracy and consistently following through on all relevant topics.

• You possess a pioneering mindset and (first) experience in process design, automation and scaling initiatives.

• You excel in a dynamic environment, quickly adapt to challenges, and maintain a positive attitude.

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 – th