Lead Implementation

Job Description

Lead Implementation DACH | Personio

The Tone:
This is a full-time role at Personio, located in Berlin or Munich, Germany, requiring three days per week in the office. Personio builds an intelligent HR platform designed to help small and medium-sized organizations simplify complex HR tasks and unlock the power of their people. This role is crucial for shaping how customers experience the product from their initial activation, leading a team to ensure smooth, timely go-lives, and turning the onboarding process into a strategic advantage for the company.

The TL;DR
• Role: Full Time
• Type: Full Time
• Location: Hybrid – Germany

• Team: Customer Experience team
• Mission: Lead a team to ensure every customer in DACH activates Personio smoothly and on time, driving predictable delivery and outstanding customer experience.

What You’ll Actually Do
• Portfolio Management: Own a portfolio of customer implementation projects across DACH, ensuring timely go-lives and activations while overseeing the team’s book of business for consistent outcomes.
• Performance Leadership: Set clear expectations, conduct regular 1:1s, and use data to monitor progress, address risks early, and ensure alignment with team and company KPIs.
• Operational & Financial Excellence: Ensure optimal billable utilization, manage project budgets to prevent scope creep, and strategically allocate resources to balance workload and maximize efficiency.
• Customer Satisfaction: Champion the customer experience throughout implementation, supporting the team to deliver high CSAT scores while balancing operational efficiency with genuine customer value.
• Team Development & Culture: Challenge and develop the team through constructive feedback, shadowing, mentoring, and tailored support, fostering a growth mindset and building a high-performance culture.

The Must-Haves
• Background: Manager-level professional in customer-facing B2B SaaS.
• Experience: 6+ years in customer-facing B2B SaaS roles (consultant, CSM, or implementation lead) and 2+ years as a people manager.
• Skills: Proficiency in German, proven experience owning a portfolio of customer projects, relentless focus on Professional Services targets and KPIs, skilled at developing others through feedback and mentoring, and strategic thinking to develop a team vision.
• Bonus: Fluency in German.