Sr. Customer Implementation Specialist (d/f/m) - Professional Services

The Role Introduction: “The Role”

Our Customer Experience team thrives on collaboration, working closely with teams across Personio to ensure that customer voices are at the heart of everything we do. We are dedicated to understanding and advocating for our customers, using data-driven insights to shape our customer experience strategies and influence what we build.

Are you ready to transform how organizations onboard and thrive with Personio? As a Senior Customer Implementation Specialist (d/f/m) – Professional Services, you’ll be the driving force behind our customers’ successful adoption of Personio across the DACH region—particularly for upper mid-market and enterprise customers. You’ll empower HR and People teams on client‘s side to unlock real value, guiding them through complex onboarding programs with expertise, empathy, and a dash of Personio flair.

This role requires 3 days per week in the office and can be based in Berlin, Munich or Dublin.

Role Responsibilities: “What You’ll Do”

• Lead Strategic Onboarding: Own end-to-end onboarding for upper mid-market and enterprise customers, driving seamless setup, integrations, and change enablement so Personio becomes an indispensable part of their HR routine.
• Drive Product Adoption & Value Realization: Champion product usage and best practices to increase retention, adoption depth, and long-term customer value—especially across multiple stakeholder groups.
• Consultative Guidance at Senior Level: Run regular executive and working-level check-ins to uncover goals, align stakeholders, provide tailored recommendations, and guide customers to measurable outcomes.
• Advanced Project & Stakeholder Management: Manage several complex onboarding programs in parallel, keeping scope, timelines, risk, and dependencies under control while maintaining a premium customer experience.
• Issue Resolution & Escalation Leadership: Triage and troubleshoot customer issues, coordinate across internal teams, and lead escalations/bug handoffs with clear documentation and communication.
• Trusted Relationship Building: Build strong, trust-based relationships with key stakeholders (incl. leadership), handle conflicts with care, and identify opportunities for expansion/upsell in partnership with Growth and CS.
• Cross-functional Collaboration: Partner closely with Sales, Growth, Customer Success, and Product to deliver exceptional outcomes and to translate customer insights into improvements in our onboarding approach and product roadmap.
• Mentorship & Process Excellence: Proactively support and coach new joiners and peers, contribute to onboarding documentation, and elevate team processes through your experience and continuous improvement mindset.

• Experience: 6+ years in a customer-facing role (Implementation, Onboarding, Customer Success, Consulting, or Project/Program Management) within SaaS / B2B environments.
• Customer Segment Expertise: Demonstrated experience onboarding and managing upper mid-market and/or enterprise clients, including multi-stakeholder environments and more complex requirements.
• Stakeholder Management: Significant, proven track record in excellent stakeholder management—able to influence, align, and drive decisions across technical and non-technical audiences, including senior leadership.
• Project/Program Management: Highly experienced in running multiple concurrent projects with strong structure: planning, execution, risk mitigation, and clear communication.
• Business Acumen & Shared Goals: Strong understanding of broader company and team goals, translating them into day-to-day priorities and customer outcomes. Seeing success as a team sport—aligning with shared objectives, mentoring colleagues proactively, and contributing beyond one's own “book of business” to drive collective impact and continuous growth.
• Tech Savvy: Quick to learn new products, comfortable with integrations and technical concepts, and able to become a Personio expert fast.
• Communication: Outstanding interpersonal and presentation skills—able to simplify complexity, build trust quickly, and navigate difficult conversations professionally.
• Growth Mindset: Adaptable, resilient, and motivated to continuously improve how we deliver value to customers.
• Languages: Fluent in German and English. Any additional language is a bonus.

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 – that includes salary, benefits, and pre-IPO equity
• Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years
• Make an impact on the environment and society with 1 (fully paid) Impact Day
• Receive generous family leave, child support, mental health support, and sabbatical opportunities.
• We follow an office-led, remote friendly approach, including opportunities to work from home and international locations. Many of our teams have designated days for gathering in the office to enhance collaboration and foster a sense of community.
• We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch.