Implementation Team Lead
Personio's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our team of 1,500 Personios is building user-friendly products that delight our 15,000+ customers and their 1.5 million employees. Ready to make an impact from day one?
The Role
This role requires 3 days a week in the office and is based in Munich or Dublin
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.
As an Implementation Team Lead at Personio, you shape how customers experience our product from day one. You lead by example, coach your team to excel, and ensure every customer in Northern Europe activates Personio smoothly and on time. You will manage a portfolio of implementation projects across UKI and Benelux, driving predictable delivery, strong utilisation, and an outstanding customer experience. You build a culture where accountability is high, the team is developed and high performance is the standard. This role turns onboarding into a strategic advantage for our customers and for our business.
What You’ll Do
1. Book of Business Ownership
Own a portfolio of customer implementation projects, ensuring timely go-live and activation.
Oversee and support the books of business managed by each Implementation Specialist, ensuring consistent standards and outcomes across the team.
Maintain a clear overview of project statuses, risks, and success metrics for both personal and team portfolios.
2. Performance Management & Forecasting
Set clear, measurable expectations for each team member, ensuring alignment with team and company KPIs.
Conduct regular 1:1 check-ins to review progress, address risks, and support ICs with action plans for at-risk accounts.
Use data and dashboards to monitor performance, identify issues early, and drive timely interventions.
Address underperformance promptly through feedback, coaching, and, when needed, formal performance improvement plans.
3. Operational & Financial Management
Ensure optimal billable utilisation rates for all team members, balancing workload and maximising productive, billable hours.
Monitor and manage project hours, ensuring delivery within planned budgets and preventing over-investment or scope creep.
Drive project efficiency and profitability by proactively identifying risks to budget or margin and implementing corrective actions.
Allocate resources effectively across the team, anticipating peaks, bottlenecks, and opportunities for cross-support.
4. Customer Satisfaction
Ensure high levels of customer satisfaction throughout the implementation process, measured by CSAT or other feedback mechanisms.
Support ICs in delivering a positive, solution-oriented customer experience, addressing concerns early and championing customer needs internally.
Balance operational efficiency with a commitment to delivering real value for customers, ensuring both go-live/activation and satisfaction targets are met.
5. Coaching & Development
Challenge ICs constructively when go-live, activation, or project efficiency is at risk; help them find solutions and develop effective customer communication.
Coach ICs on project management best practices, customer engagement, and other skills required for successful implementations.
Provide actionable feedback, shadow customer calls, and offer mentoring to drive skill development and confidence. Use regular feedback cycles to accelerate growth.
Identify individual development needs and provide tailored support, including coaching, mentoring, training, and, when necessary, formal performance improvement plans.
6. Leadership & Culture
Balance being approachable and supportive with holding the team accountable for results. Set a high standard for performance and professionalism.
Foster a culture where team members are comfortable with challenge and change, and can “be comfortable with being uncomfortable.”
Provide motivational support, celebrate wins, and help the team navigate setbacks with resilience and optimism.
Own value-add initiatives that will build the future of the Personio Professional Services team. This would only be expected after performing in the core parts of the role - running your book of business and people management
Collaborate closely with business operations and other stakeholders to remove roadblocks and align on shared goals.
What You’ll Need to Succeed
Languages: English (mandatory), one other language a plus (Dutch, French, German)
Experience: 8+ years in a customer-facing SaaS, B2B roles as a consultant, CSM, implementation lead. 2+ years as a people manager.
Portfolio Management Experience: Experience owning a portfolio of customer projects, ensuring timely delivery, optimal resource allocation, and strong outcomes for both customers and the business.
Customer-Centricity: Balance efficiency with a commitment to high customer satisfaction and advocacy.
Coaching & Feedback: Skilled at developing others through feedback, mentoring, and practical support, fostering a growth mindset.
Performance Orientation: Relentless focus on PS targets, KPIs, and continuous improvement, with a bias for action and results.
Strategic Thinking: Able to develop and communicate a vision for the team, plan for capability gaps, and execute on hiring or development initiatives.
Communication: Outstanding interpersonal skills, able to simplify complex topics and build trust.
Resilience & Adaptability: Comfortable with ambiguity and change, able to lead the team through new challenges and evolving expectations.
Why Personio?
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.
At Personio, we value in-person collaboration while also offering flexibility. This role is office-based, with 3 days a week required in your contracted office location. The remaining days can be worked from home or in the office if you prefer. In addition, you’ll have 20 Flex Days per year to work remotely from other locations.
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 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
