Senior Customer Resolution Manager - German Speaking

About Personio

Personio offers an intelligent HR platform designed to simplify and streamline complex, time-intensive processes for small and medium-sized enterprises. Our dedicated team of 1,500 employees develops user-friendly solutions that support over 15,000 customers and their 1.5 million employees globally.

Role Overview

As a Senior Customer Resolution Manager fluent in German and English, you will act as a key advocate for our most dissatisfied customers, transforming challenging interactions into positive experiences. Serving as the highest escalation contact, you will manage complex customer issues across the full lifecycle, including implementation support, and lead continuous improvement efforts to enhance overall satisfaction. This position requires presence three days per week in the office, located in Berlin, Munich, or Dublin.

Responsibilities

• Take ownership of serious customer escalations to resolve concerns empathetically and promptly, especially during critical incidents for strategic accounts.
• Represent the customer internally by ensuring their feedback shapes product and service improvements and by driving closure on prolonged or stalled cases.
• Assume responsibility for executive-level escalations from various platforms, providing premium resolution services.
• Identify recurring issues through escalation trend analysis and champion initiatives for ongoing process enhancements.
• Collaborate with multiple departments including Professional Services, Support, Operations, Go to Market, and Product & Engineering teams to resolve challenges and enforce accountability for resolution timelines.
• Monitor and report on escalation and dissatisfaction metrics to identify friction points and suggest strategic improvements to leadership.
• Maintain proactive oversight of potentially at-risk or highly dissatisfied customers, partnering with Account and Customer Success teams to formulate recovery strategies and follow-up plans.
• Coach and empower leaders managing escalations by recognizing patterns, sharing best practices, and building skill sets across the customer experience organization.
• Provide on-site guidance and ensure operational alignment for Berlin-based Support team members as needed.

Requirements

• Minimum of 5 years’ experience in customer-facing roles in SaaS or B2B settings, including at least 2 years managing complex escalations or leading customer success efforts.
• Exceptional ability to defuse difficult situations, devise innovative solutions under pressure, and maintain composure and empathy.
• A strong passion for customer satisfaction with proven success in converting difficult circumstances into positive relationships.
• Proficient use of data-driven insights to detect trends, gauge success, and guide decisions preventing future escalations.
• Effective communication skills tailored to diverse audiences, from frontline staff to senior executives.
• Demonstrated record of cross-departmental collaboration and alignment toward common objectives.
• A sense of full ownership, resilience, accountability, and solution-focus from issue inception through resolution, even amidst uncertainties.
• Fluency in German and English is mandatory.

Additional Information

Personio prioritizes an inclusive culture that embraces diversity and supports all individuals regardless of gender, marital status, family status, sexual orientation, religion, age, disability, education level or race. This role primarily involves office presence three days a week with flexibility to work remotely for the remaining days and offers 20 annual Flex Days for remote work from alternative locations.

Benefits

• Competitive compensation package reviewed annually, encompassing salary, benefits, and pre-IPO equity.
• 28 paid vacation days with additional leave granted at 2 and 4 years tenure.
• One paid Impact Day per year focused on environmental and social initiatives.
• Comprehensive family leave, child support, mental health resources, and sabbatical programs.
• Community engagement through cultural events, group meals, local initiatives, and an office stocked with healthy snacks, drinks, and weekly catered lunches.