Practice Lead - Professional Services (d/f/m)

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?

1. The Role Introduction: “The Role”

This role requires 3 days per week in the office and is based in Munich, Berlin, 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 Practice Lead for Professional Services, you'll architect the frameworks, playbooks, and standards that define how we deliver for customers across every segment. You'll work from first principles, moving fast and driving adoption through the quality of what you build—not through hierarchy. This is a high-visibility role with direct impact on activation, time to value, and how our teams operate at scale.

2. Role Responsibilities: “What You’ll Do”

• Delivery Framework Ownership: You own the end-to-end PS delivery framework across all segments, defining clear standards for key milestones including onboarding, go-live, and activation while balancing global consistency with segment-specific needs.

• Operational Excellence: You build and roll out playbooks, processes, and tools that teams actually use, improving delivery quality and predictability across regions and segments.

• Strategic Initiatives: You lead high-impact initiatives including segmentation frameworks, activation and time-to-value improvements, and standardized delivery methodologies that translate into practical changes for frontline teams.

• Organizational Enablement: You partner with Team Leads to embed best practices into daily execution, acting as the go-to expert for PS delivery across the organization.

• Continuous Improvement: You identify friction points in the customer journey and remove them, driving adoption through credibility and alignment rather than hierarchy.

3. Role Requirements: “What You Need to Succeed”

• You have 6+ years in Professional Services, Customer Success, or SaaS delivery, with proven experience building processes, playbooks, and frameworks from scratch in a fast-paced environment.

• Builder mindset: You fix things rather than flag them, moving from problem to solution to rollout while bringing others along with you.

• Strategic thinking with operator execution: You have deep fluency in PS delivery and customer journeys, and can translate high-level strategy into practical changes that frontline teams can execute.

• Influential stakeholder management: You earn buy-in through the quality of your thinking across a matrixed organization, managing stakeholders at multiple levels without relying on hierarchy.

• Action-oriented and adaptive: You pick up context quickly, default to momentum over deliberation, and are comfortable working with ambiguity across segments with varying complexity.

• Strong point of view: You're opinionated and credible about how PS delivery should work, comfortable challenging the status quo and backing up your perspective with experience.

• AI-native approach: You naturally leverage AI tools to move faster and build smarter—it's integrated into how you work, not a skill you're developing.

5. Benefits - “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 per 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