Team Lead Professional Services - Customer Operations (m/f/d)

About us

Enabling Better Organizations.

Personio is a fast growing HR SaaS start-up based in Munich. It offers a holistic HR and applicant management software designed for companies with 10 to 1000 employees. Personio plays a critical role in making the day-to-day operations of more than 700 HR teams more efficient and transparent. We are a bunch of fun, international people striving to build the leading one-stop HR platform in Europe.

The Role

At Personio, Customer Operations 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 Operations follows the mission to maximise 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!

For our Customer Operations organisation, we are looking for a Professional Services Team Lead who will be responsible for the operational management of existing customers seeking additional paid services. The operational management includes growth of existing customers, and prevention of churn. Your goal is to continuously improve our processes to ensure scalability for Personio's future international growth. With your technical know-how, you are responsible for the engagement, development and leadership of your team. Responsibilities include:


  • Build-up, management and development of a Professional Services team responsible for producing quality delivery outcomes and excellence to our customers

  • Strategically revising the services we offer, to improve existing services, or add additional ones

  • Ensuring the team is providing impact for customers through non technical Professional Services

  • Continuous improvements and scaling of the Professional Services process for customers

  • Customer satisfaction assurance through continuous quality management

  • Fostering a motivated and empowered team environment with customer-centricity

  • Partnering with other departments such as Growth, Product and Customer Success Management

  • Definition and analysis of result-oriented KPIs to identify improvement potentials

  • Especially during the first year, a high level of involvement in the day-to-day business operations including the support of existing customers to ensure ongoing product knowledge

What you need to succeed

  • You have at least 3 years of experience (with some in the B2B software environment) and have successfully hired and led people, ideally within an international customer success/ operations department

  • You create a motivating environment for your team and continuously identify the strengths and development potential of each team member

  • You are passionate about process improvements while you always put the customer experience first

  • You have an affinity for technology and you make data-driven decisions

  • You can easily explain complex circumstances, you are strong in prioritizing tasks and setting clear goals for your team

  • You enjoy being the first one and starting ideas from scratch 

  • Ideally, you have already worked with some of our tools (e.g. Zendesk and Gainsight)

  • You are a strong communicator and have a strong customer and service orientation

Why Personio

Aside from our people, culture, and mission, there are a variety of additional benefits that help make Personio a great place to work! Work with us and receive:

  • Competitive compensation package that includes salary, benefits, and virtual shares
  • 26 days of paid vacation + 2 days off for Christmas and New Year's Eve (because we love what we do, but we also love vacation!)
  • Inclusive, equal opportunity, and multicultural workplace
  • Annual personal development budget of €1,500 for conferences, courses, books, career coach, etc.
  • High-impact work environment with short decision-making processes
  • Opportunity to invest in your retirement via the Personio Pension Scheme
  • Choose between two mobility options: JobRad® bike or monthly public transportation ticket
  • Subsidised Qualitrain membership gives you access to 90 fitness studios and sports facilities across Munich for €25 per month
  • Regular company and team events like Oktoberfest, ski trips, Christmas parties, and more! (COVID permitting)
  • Find your best way to work with office-led, remote-friendly PersonioFlex! We offer a roughly 50% remote, 50% in-office working framework to suit your needs
  • Mental health support, as we know that mental wellbeing plays a major role in both our personal and professional success. #PersonioCares
  • Two Impact days you can use to have an impact on the environment and society. One day is for an individual project and one for a company-wide initiative! #SocialResponsibility