{"id":1207237,"url":"https://alion.io/job/blp-digital-senior-customer-success-engineer","title":"Customer Success Engineer","company":{"id":716964,"name":"BLP Digital","domain":"blp.digital","url":"https://alion.io/company/blp-3","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":9,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Munich, Germany","Cologne, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":46000,"max_usd":89000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":12},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-24T23:25:38Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-21T05:04:25Z","board_verified":true,"closed_at":null,"days_open":26,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":26},"description":"Join BLP and help make the world’s business processes autonomous!\nOur 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.\nToday, 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.\nTo 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.\nBLP 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.\nJoin us and help make autonomous operations the new standard. \nLocation\nThis is a full-time position based in Munich or Cologne. Following a comprehensive onboarding period at our HQ in central Zurich (minimum one month), you will work from your home location.\nTeam collaboration matters a lot to us. You will regularly spend time with the team in person, in Zurich and at our hubs, for team days, all-hands and offsites. These visits are financially supported by blp.\nYour Mission\nYou keep business-critical processes running, and you make sure they keep running better.\nOnce 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.\nAs 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.\nAs 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.\nStabilizing 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.\nTaking 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.\nAt 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.\nYou 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.\nYour Career Path in Customer Success Engineering\nOur 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.\nCustomer 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.\n\nSenior 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.\n\nNext steps: Technical leadership within Customer Success, or a move into Consulting, Project Management or Product.\n\nMoves into Consulting or Project Management are open at every level, and many of our people make them.\nKey Responsibilities\nOwn customer cases end to end: investigate, resolve, and confirm with the customer that it is actually fixed.\n\nDiagnose across boundaries: platform behavior, ERP behavior, master data and process logic.\n\nDecide what the real fix is, and make it: configuration, data, process, or a case for engineering.\n\nKeep response times within our commitments, with priority handling on strategic accounts.\n\nRecognize when a problem is bigger than one case, and hand it on with proper evidence.\n\nDocument what you learn so the next person does not have to learn it twice.\n\nSupport Consultants and Client Partners on the technical substance of customer escalations.\n\nIn addition, as a Senior Customer Success Engineer\nOwn the technically difficult cases from our live customer base to a verified root cause.\n\nGo into accounts with a deteriorating health score, stabilize them and hand them back running properly.\n\nDrive strategic initiatives that permanently reduce effort and improve the customer experience, from better diagnostics to customer-facing self-service and assistants.\n\nAct as the counterpart to Product and Engineering, with evidence strong enough to change priorities, and push for structural problems to be solved once.\n\nBuild the diagnostic tooling, patterns and documentation that raise what the rest of the team can resolve alone.\n\nMentor interns and Customer Success Engineers, and raise the technical bar of the function.\n\nWhat We're Really Looking For\nThe following key attributes ensure success in this role:\nRoot Cause, Not Symptom - You are not finished when it stops happening. You are finished when you know why.\n\nCross-Boundary Reasoning - You hold platform, ERP, data and process in your head at once and find where the truth is.\n\nCustomer 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.\"\n\nCredible Both Ways - You explain the same problem to an engineer and to a CFO, and both of them believe you.\n\nLeverage - Your instinct is to remove the next hundred cases, not only to close this one.\n\nStabilizer 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.\n\nWhat You Bring\nFor the Senior Customer Success Engineer level\nMaster's degree in a STEM field: computer science, engineering, information systems, mathematics, physics or similar.\n\n3+ years in a technical customer-facing role: application support at depth, technical consulting, solution engineering, integration engineering or equivalent.\n\nDemonstrable debugging ability across systems, not only within one. APIs, data mapping, interfaces, logs.\n\nComfortable with data. SQL or equivalent, and the instinct to check rather than assume.\n\nAt both levels\nGerman and English, both fluent. This is a hard requirement. Our customers work in German every day and our internal work runs in English.\n\nNice to have: ERP experience with SAP, Microsoft Dynamics or similar, scripting in any language, or exposure to workflow automation and process mining.\n\nBenefits\nReal problems on live enterprise systems, not a script.\n\nInfluence on the product, with a direct line to Engineering and Product.\n\nRoom to shape the function, since the practice is still being built.\n\nReal growth - steep learning curve and structured career progression.\n\nEmployee ownership - be part of a majority employee-owned company with a best-in-class stock option program.\n\nAmazing team - become part of a driven and collaborative group of innovators.\n\nVisits & offsites - including collaborative team offsites.\n\nReady to build the future of ERP automation? Join us and own your impact.\nLearn more about blp and our values at https://blp.digital/company/careers.","description_format":"text","description_chars":9444,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Workflow & Process Automation (RPA, BPM)","AI Agents","Document AI"],"lifecycle":[{"event":"open","at":"2026-09-25T00:51:46Z"}],"visa":[],"liveness":{"score":42,"band":"fade","label":"Fading","p_open":1,"p_active":0.772,"p_room":0.55,"age_days":26,"expected_fill_days":26,"reasons":["conf:0","velocity","win:tail"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/blp-digital-senior-customer-success-engineer","json_url":"https://alion.io/job/blp-digital-senior-customer-success-engineer.json","meta":{"generated_at":"2026-10-21T08:13:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11675,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":716964},"rest":"https://alion.io/mcp/rest/get_company?id=716964"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fblp-digital-senior-customer-success-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fblp-digital-senior-customer-success-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fblp-digital-senior-customer-success-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/blp-digital-senior-customer-success-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fblp-digital-senior-customer-success-engineer"}]}