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 (Southern Europe), you will be part of the leadership team in Personio's Customer Experience organisation. This role leads the strategy and execution for a Customer Success team to ensure the successful adoption, maturity, value realisation, and growth of Personio's largest customers in Personio's Southern European markets with a primary focus on Spain. This role focuses on being a coach and strategic planner for a Customer Success Managers (CSMs) team. 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, motivate and develop a team of up to 9 Customer Success Managers in the Southern European region that delivers results, has fun and lives the Personio values.Partner with other Leaders at Personio and contribute to the overall vision and strategy of the CSM team in close collaboration with the Senior Lead of Customer Success Management.Create an internal and external network to cultivate strong relationships with key stakeholders in your markets.Develop strong relationships with your book of business and support CSMs in important customer meetings (also on-site if needed), such as escalation and churn prevention calls.Monitor and identify adoption, maturity, and growth trends for the team and customers to inform customer and business strategy.Advocate for the voice of the customer and collaborate with other internal teams (i.e., Customer Operations, Product, Implementation) to ensure customer success with particular emphasis on adoption and expansion, renewals to ultimately increase lock-in for our most important customers.Partner with the Sales and After Sales organisation to engage in pre-and post-sales activities for high-value opportunities, primarily focusing on lead generation for Growth Managers.What you need to succeed:3+ years of customer-facing leadership experience within a (B2B) SaaS organisation. Relevant HR experience (HR Transformation and Enablement, HR Consulting, Project Mgmt, etc.) is a plus.Excellent communication skills both with customers and within an organisation.Strong track record of identifying customer needs and successfully implementing long-term software solutions.Strong track record of defining and executing against key performance indicators.
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