Customer Success Manager (gn) Enterprise South

About the role

You will act as the primary relationship owner for enterprise clients in your designated region, ensuring their strategic goals are met through Personio' automation platform. This role requires you to translate complex technical capabilities into clear business value for decision-makers across the organization. You will own the end-to-end journey of your accounts, from finalizing deals through long-term adoption and expansion. Your daily work will involve proactive problem-solving, data-driven advocacy, and the removal of barriers to success. You will serve as the main point of contact for high-value customers, building trust and influencing their strategic roadmap. This position demands a consultative mindset where you advise clients on best practices and future-state automation visions. You will leverage your expertise to identify new use cases and drive upsell and cross-sell opportunities naturally. Ultimately, you are responsible for ensuring that every client sees a measurable return on their investment in Personio technology.

Key facts

What you'll do

• Orchestrate the end-to-end customer journey for strategic enterprise accounts, aligning touchpoints with business outcomes.
• Architect and deploy tailored client success strategies that translate project pilots into scalable, organization-wide transformations.
• Quantify and articulate the value of Personio solutions to executive sponsors using concrete metrics and business impact data.
• Establish a cadence of proactive business reviews to monitor health indicators, identify risks, and uncover new opportunities.
• Design and facilitate bespoke training programs, workshops, and deep-dive consultations to elevate user proficiency and confidence.
• Synthesize qualitative feedback and quantitative usage data to influence product enhancements and market positioning strategies.
• Act as the central liaison between Sales, Product, Engineering, and Design to ensure seamless delivery and expectation management.
• Champion client priorities within internal decision forums, leveraging CRM analytics and success metrics to justify resource allocation.
• Forecast expansion revenue and identify at-risk accounts to implement retention initiatives before issues escalate.
• Document standardized playbooks and best practices that elevate the overall capability of the Customer Success organization.
• Lead cross-functional incident response efforts to resolve complex technical or operational issues impacting client workflows.
• Evaluate maturity models to guide clients through progressive adoption stages from initial rollout to enterprise-wide optimization.
• Represent Personio at industry conferences and client events to strengthen brand presence and thought leadership.
• Conduct quarterly strategic planning sessions to align roadmap developments with evolving customer business objectives.

Requirements

• Bring several years of hands-on experience in Customer Success or Account Management within B2B enterprise environments, demonstrating consistent management of large, complex accounts.
• Show a deep understanding of how enterprise organizations evaluate, procure, and scale sophisticated technological solutions across multiple departments.
• Exhibit exceptional communication and interpersonal skills that adapt fluidly between technical practitioners and C-suite stakeholders.
• Thrive in startup or rapidly evolving environments where ambiguity is constant and flexibility is essential for daily operations.
• Possess a foundational familiarity with technical products, particularly within robotics, software development processes, or deep technology domains.
• Prove a history of effective collaboration with Sales, Product, Engineering, and Design teams to align on shared objectives and deliverables.
• Master advanced organizational skills, utilizing CRM platforms like Hubspot and Salesforce alongside CS platforms such as Planhat and Velaris.
• Demonstrate proficiency in ticketing systems, especially Jira, to track issues and coordinate resolutions efficiently.
• Maintain professional fluency in both German and English, ensuring clear and precise communication in all interactions.
• Commit to regular travel to meet clients face-to-face, reinforcing relationships through in-person engagements.
• Accept the requirement to commute to Dresden on a regular basis, particularly during the critical initial onboarding phase.
• Adhere to company policies and procedures while maintaining confidentiality regarding client data and strategic initiatives.
• Embrace a growth mindset that supports continuous learning of new tools, methodologies, and industry best practices.

Nice to have

• Leverage previous experience in technical roles or show a genuine interest in coding, no-code development platforms, or robot programming concepts.
• Draw upon a background in production, manufacturing, or industrial automation contexts to accelerate client understanding.

Practical notes

• This role requires travel to client sites and industry events as needed to maintain strong relationships.
• Employees are granted up to 3 days of volunteer time off annually for community engagement activities.
• The company provides comprehensive training programs and mental health support resources to support professional and personal wellbeing.
• The total rewards package includes free lunch, snacks, and beverages, organized team events, 30 days of annual vacation, extended holiday break periods, and paid sick leave specifically for childcare responsibilities.