Customer Success Manager

Your Career Path in Customer Success

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

• AI Automation Specialist: Hands-on in the automation itself: you tune agents, run automation sprints and take your first own customers end to end. Typically you bring up to 2 years of experience.
• Customer Success Manager: You own a portfolio of live customers as their run lead, including health, growth and account economics. Typically you bring 3+ years in customer success, process improvement or ERP process ownership.
• Senior Customer Success Manager: Our most complex and sensitive accounts, at executive level, and you coach the Customer Success Managers and Specialists around you. Typically you bring several years of leading process change at customers.
• Next steps: Lead a Customer Success team, or become a Client Partner on our strategic accounts.

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

Your Mission

For a process to run autonomously, four things have to line up: the technology, the process itself, the data behind it, and the people who work with it. That alignment does not happen at go-live. It happens in the months after, and that is where our Customer Success team sits.

Our customers go live with a working solution. What they do not have on day one is an organisation that operates in an AI-native way. Processes were designed around people checking things. Data was maintained well enough for humans to interpret. Teams know the old workarounds better than the new system. Our job is to lead that transition, from a process that is automated in parts to a process that genuinely runs on its own.

This is also where our AI meets the real world, and the real world is messy. When a customer goes live, our agents start processing their documents: invoices, order confirmations, delivery notes, in dozens of formats from thousands of suppliers, with layouts nobody has seen before. Most of it works immediately. The rest is where we come in.

A concrete example. Our AI learns a customer's business logic from their own history. By reading how they have accounted invoices in the past, blp infers the rules they have been applying and makes them explicit. Sometimes it cannot close the loop on its own, because the same kind of invoice was historically booked in two or three different ways and there is no consistent rule to find. In those cases blp asks. It needs the answer once, and every future case follows it. Making sure that answer arrives, and that it is the right one, is our job. Done well, each of those conversations builds trust and removes a category of manual work permanently.

As a Customer Success Manager or Senior Customer Success Manager

You own a portfolio of live customers. You lead the transition to AI-native ways of working, working across every level of the customer's organization. With operational teams you build understanding and find where automation is actually blocked. With department leads you challenge the process rules that make full automation impossible, and drive the decisions that change them. And you use the right lever for each blocker: a data clean-up, a training and adoption gap, a custom agent, or a structural topic that belongs with our engineering teams.

On most of your accounts you are the run lead: the person the customer turns to once they are live. You own customer health, measured first and foremost by the automation rate, you protect and grow the account, and you are the escalation point when something goes wrong. On our largest strategic accounts you work alongside a Client Partner, who carries the relationship and the commercial number.

You are also accountable for the account economics. You secure and monitor how much of the service budget an account consumes, you scope the automation sprints and additional services our customers buy, and you make sure paid work is billed. And when you see where blp could do more for a customer, you are the one who shows them and brings in Sales.

Senior Customer Success Managers take our most complex and sensitive accounts, work at executive level, and coach the Customer Success Managers and AI Automation Specialists around them.

Key Responsibilities

Automation and performance

• Configure and tune agents so they work for a specific customer's documents and processes.
• Drive and own the push after each go-live, from first live volume to the target automation rate, and deliver the automation sprints our customers book.
• Resolve the open questions our AI raises about a customer's business logic: take the cases to the customer, get the decision, and make it permanent.
• Drill into root causes when automation stalls, and tell a master data problem from a process rule from a behavior.

Customer health and growth

• Own customer health across your portfolio, measured first and foremost by automation rates.
• Act as run lead and escalation point for your customers once they are live.
• Challenge process rules that prevent automation, and drive improvements with the department leads who can decide.
• Enable the customer's core team to resolve issues themselves, and reduce what has to come to us at all.
• Spot expansion opportunities and bring in Sales, and work alongside the Client Partner on strategic accounts.

Account economics

• Secure and monitor service consumption against the agreed budgets.
• Scope automation sprints and additional services, and make sure paid work is billed.

Team and platform

• Work with our Customer Success Engineers on technical topics, and feed recurring patterns back to Product.
• As a Consultant, direct the AI Automation Specialists working on your accounts.

What We're Really Looking For

The following key attributes ensure success in this team:

• Process Excellence – You understand core business processes, P2P and O2C, and you can see why a process is shaped the way it is and what it could look like instead.
• Client Hands – You bring customers with you. You are strict on the things that matter and flexible on the things that do not.
• Pattern Recognition – You notice that thirty exceptions are really one problem.
• Comfort in the Data – You go into the numbers yourself to find where automation is leaking.
• Ownership – You see a job through, and you take a customer from live to high automation without being told the steps.
• Growth Mindset – You learn fast, ask when you are stuck, and get better every month.

What You Bring

For the Customer Success Manager and Senior Customer Success Manager level

• Master's degree in Business, Finance, Engineering, Computer Science, or a related field.
• 3+ years of experience in consulting, process improvement, shared services, or ERP process ownership. More for Senior Consultant.
• Deep working knowledge of at least one core business process end to end, purchase-to-pay or order-to-cash. This is a prerequisite, not a nice to have.
• Demonstrable experience changing how a finance, procurement or supply chain team actually works, not only advising on it.

At every level

• Confident in front of customers, from operational teams to their leadership.
• Fluent in German and English, spoken and written.
• Bonus points for experience with ERP systems, accounts payable or order management processes, data skills such as SQL or Python, or AI-driven SaaS.

Benefits

• High ownership environment – you shape your projects, outcomes, and career path.
• Impact at scale – your work powers automation across global enterprises.
• Cross-functional exposure – work with engineers, data scientists, and business leaders daily.
• Real growth – fast-paced environment, 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.
• Technology exposure – be at the forefront of AI and enjoy continuous learning opportunities.
• Visits & offsites – paid visits and stays at our HQ in Zurich, 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.

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Source: Statistisches Bundesamt (Destatis), table; dl-de/by-2-0; StarIn's calculation

Posted Nov 01, 2026

Posted Nov 01, 2026