Senior Customer Success Engineer

BLP; München; Vor Ort; EUR 70.000 - 110.000; Vollzeit

Benefits dieser Stelle

Employee ownership

Stock options

Career growth

Zusammenfassung

BLP in Munich or Zurich seeks a Customer Success Engineer to own customer cases end to end, investigate system behavior, and implement fixes when needed. You will communicate with customers both in writing and on calls, escalating complex issues to engineering.

As Senior Customer Success Engineer you handle hard technical problems, stabilize accounts, and drive initiatives that permanently reduce effort, across platform, ERP and data boundaries.

Qualifikationen

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Aufgaben

• Own customer cases end to end: investigate, resolve, and confirm with the customer that it is actually fixed.
• Diagnose across boundaries: platform behavior, ERP behavior, master data and process logic.
• Decide what the real fix is, and make it: configuration, data, process, or a case for engineering.
• Keep response times within our commitments, with priority handling on strategic accounts.
• Recognize when a problem is bigger than one case, and hand it on with proper evidence.
• Document what you learn so the next person does not have to learn it twice.
• Support Consultants and Client Partners on the technical substance of customer escalations.

Kenntnisse

German language proficiency

English language proficiency

SQL

Ausbildung

Master's degree in STEM

Jobbeschreibung

Join BLP and help make the world’s business processes autonomous!

Our agentic platform helps finance and operations teams worldwide remove manual work from their core business processes, so work runs end-to-end with greater control and significant productivity gains.

Today, over 550 enterprise customers use BLP across 1,300+ deployed projects. In the processes we automate, customers achieve productivity improvements of 5 to 10 times.

To date, BLP remains majority employee-owned, with Goldman Sachs holding a minority stake as a growth investor. Our success is driven by deep expertise in technology and business processes, a superior product with strong product-market fit, reflected in an expanding customer base that includes Fortune 500 companies.

BLP is one of Switzerland's fastest-growing SaaS scale-ups; we are now entering our next phase of growth. From our headquarters on Zürich's Bahnhofstrasse, we're expanding globally, with a growing presence across Europe and North America.

Join us and help make autonomous operations the new standard.

Location

This is a full-time position based at our HQ in central Zurich or in Munich.

Your Mission

You keep business-critical processes running, and you make sure they keep running better.

Once a customer is running on blp, their processes are business critical. Invoices post or they do not. Orders flow or they sit. When something does not behave the way a customer expected, a document that did not post, an exception that should have resolved itself, a number that looks wrong, it comes to our Customer Success Engineering team. Critical incidents are always solved, for every customer. On our strategic accounts we go further: priority handling, tracked response times, and the extra mile on topics we would otherwise push back on.

As a Customer Success Engineer

You own incoming cases end to end. You investigate what the system did, what the data says and what the customer's process actually requires, and you fix it: you have the access and the authority to change configuration when that is the answer, and you know who to bring in when it is not. You are the person the customer hears back from, in writing, on a call, and increasingly in the room when something urgent needs solving now. You start on cases where the pattern is known and take on harder ones as your expertise builds.

As a Senior Customer Success Engineer

You take the hard technical problems on live systems: the cases where the cause is not obvious, where it crosses systems, data and process logic at once, where the same symptom has three possible explanations and only one of them is right. Everything difficult that comes out of the run phase lands with you. Two things sit alongside the case work, and they are what make this a senior job rather than a harder version of a junior one.

Stabilizing accounts.

When an account's health goes bad, you go in and stabilize it. Not as a permanent assignment, but as a small, highly skilled squad that takes a customer whose numbers or whose confidence have slipped, works out what is actually wrong across the whole picture, fixes it, and hands back a customer who is running properly again.

Taking effort out permanently.

Anything that keeps arriving in the queue is a signal, and the answer is usually not more people answering it. It might be better self‑service for customers, a customer‑facing assistant that resolves the routine questions before they reach us, better diagnostics, or a change in how something is configured at deployment so the problem never occurs. You find those, make the case, and drive them through. That is how a support organization scales without scaling headcount one for one.

At both levels you work across the boundary between what our platform does, what the customer's ERP does, and what their data actually looks like. You read a failing case end to end, say what really happened, and say credibly whether the fix is configuration, data, process, or a genuine product issue. When it is a product issue, you bring the evidence to our engineering and product teams.

You do not deliver integrations and you do not run go‑lives. Our Integrations Engineers and Technical Project Managers own that. You own what happens once it is live.

Your Career Path in Customer Success Engineering

Our Customer Success Engineering team has a clear path, and we hire at every step of it. We place you according to your experience and the depth of problems you have solved, and we are explicit about what the next step requires.

• Customer Success Engineer: You own incoming cases end to end, fix configuration yourself, and are the person the customer hears back from. You take on harder cases as your expertise builds. Typically you bring up to 3 years of experience; many join from our internship.
• Senior Customer Success Engineer: You take the hard technical problems on live systems, stabilize accounts in trouble, and take effort out permanently. You mentor the team. Typically you bring 3+ years in a technical customer‑facing role.
• Next steps: Technical leadership within Customer Success, or a move into Consulting, Project Management or Product.

Moves into Consulting or Project Management are open at every level, and many of our people make them.

Key Responsibilities

• Own customer cases end to end: investigate, resolve, and confirm with the customer that it is actually fixed.
• Diagnose across boundaries: platform behavior, ERP behavior, master data and process logic.
• Decide what the real fix is, and make it: configuration, data, process, or a case for engineering.
• Keep response times within our commitments, with priority handling on strategic accounts.
• Recognize when a problem is bigger than one case, and hand it on with proper evidence.
• Document what you learn so the next person does not have to learn it twice.
• Support Consultants and Client Partners on the technical substance of customer escalations.

In addition, as a Senior Customer Success Engineer

• Own the technically difficult cases from our live customer base to a verified root cause.
• Go into accounts with a deteriorating health score, stabilize them and hand them back running properly.
• Drive strategic initiatives that permanently reduce effort and improve the customer experience, from better diagnostics to customer‑facing self‑service and assistants.
• Act as the counterpart to Product and Engineering, with evidence strong enough to change priorities, and push for structural problems to be solved once.
• Build the diagnostic tooling, patterns and documentation that raise what the rest of the team can resolve alone.
• Mentor interns and Customer Success Engineers, and raise the technical bar of the function.

What We're Really Looking For

The following key attributes ensure success in this role:

• Root Cause, Not Symptom – You are not finished when it stops happening. You are finished when you know why.
• Cross-Boundary Reasoning – You hold platform, ERP, data and process in your head at once and find where the truth is.
• Customer Nerve – You stay calm and credible with a frustrated controller on the phone, and you can say "I do not know yet, here is how I will find out."
• Credible Both Ways – You explain the same problem to an engineer and to a CFO, and both of them believe you.
• Leverage – Your instinct is to remove the next hundred cases, not only to close this one.
• Stabilizer Under Pressure – An unhappy client is not a fire to put out. It is a relationship to rebuild. You bring the temperature down, put structure back into the account, and align next steps so trust returns.

What You Bring

For the Senior Customer Success Engineer level

• Master's degree in a STEM field: computer science, engineering, information systems, mathematics, physics or similar.
• 3+ years in a technical customer‑facing role: application support at depth, technical consulting, solution engineering, integration engineering or equivalent.
• Demonstrable debugging ability across systems, not only within one. APIs, data mapping, interfaces, logs.
• Comfortable with data. SQL or equivalent, and the instinct to check rather than assume.

At both levels

• German and English, both fluent. This is a hard requirement. Our customers work in German every day and our internal work runs in English.
• Nice to have: ERP experience with SAP, Microsoft Dynamics or similar, scripting in any language, or exposure to workflow automation and process mining.

Benefits

• Real problems on live enterprise systems, not a script.
• Influence on the product, with a direct line to Engineering and Product.
• Room to shape the function, since the practice is still being built.
• Real growth - steep learning curve and structured career progression.
• Employee ownership - be part of a majority employee-owned company with a best-in-class stock option program.
• Amazing team - become part of a driven and collaborative group of innovators.
• Visits & offsites - including collaborative team offsites.

Ready to build the future of ERP automation? Join us and own your impact.

Learn more about blp and our values at https://blp.digital/company/careers.