Process Excellence Manager Enterprise SaaS

PURPOSE OF THE ROLEThe Customer Success / Process Excellence Manager ensures customers achieve their goals by driving adoption, maximizing ROI, and enhancing satisfaction with the KYP.ai platform and its solutions. This involves understanding customer needs, guiding their automation journey, resolving challenges, and supporting change management. The role also shapes the customer success operating model and fosters strong relationships to enhance retention, advocacy, and long-term value.
KEY RESPONSIBILITIESWork closely with customers to define what their success looks like, and help them drive value and ROIDevelop a deep understanding of customer needs, objectives, and use cases ensuring that KYP.AI Productivity 360 platform is properly leveraged to their benefitEngage customers in the process of discovery and automation journey from user onboarding, through adoption to service expansion, supporting them in their change management effortsSpot and escalate key issues affecting customer success, satisfaction, and ultimately retention, applying both qualitative and quantitative methodsHelp shaping the customer success operating model (e.g. process, governance, tools, KPIs, training, etc.)Drive customer advocacy
QUALIFICATIONS, EXPERIENCE PROFILEMinimum of 3-4 years of relevant experience in consulting or management consulting, ideally in a customer facing functionKnowledge of process analysis, process improvement; Lean Six Sigma certifications are a plusDemonstrated ability of applying solid Project Management methodology in transformation programmes (Prince2 or PMP certification preferred)Process mining, process intelligence and/or RPA industry experience is a mustPractical experience with one or more of the following: SAP Signavio, Celonis, Apromore, ARIS Process Mining, IBM Process Mining, UiPath Process Mining, , QPR ProcessAnalyzer, Pegasystems, ABBYY Timeline, Nintex, StereoLOGIC, UiPath Task Mining, Automation Anywhere, Blue Prism, Microsoft Power Automate, Appian, WorkFusionDemonstrated hands-on execution experienceExperience in dealing and interacting with different customer maturity levels, seniority and cultural backgrounds is a plus.Experience in a start-up/scale-up operation helps a lot to succeed!
COMPETENCIESPlanning and prioritising skills coupled with resourcefulnessCommunication with stakeholders across all levels of organizationFacilitation of executive workshops and meetingsProven ability to navigate conflict situationsAnalytical thinking and probing mindCustomer-centric mindsetOperational excellence focus
IMPACTED KPIs (not exhaustive)Annual Recurring Revenue (ARR) growth across accounts% of Retention Rate and Churn Rate improvementsNo. of successful Upsell and Cross-sell opportunities executed% of Customer Health Scores above threshold
WHAT IS IN FOR YOUWorking with cutting-edge, off-beat product in industry that has bright futureStart-up flair paired with rock-solid technical expertise across all teamEnvironment in which people genuinely care about each otherStructured individual development focus based on your traits & self-awarenessB2B contract100% Remote-first culture with offices in Tychy (PL) and Berlin (DE) when you feel like itCompetitive salary reflecting your experience, knowledge and skills