Customer Success Manager - AI (DACH)

Copy of Customer Success Manager - AI (DACH) Shape the adoption of legal AI as a Customer Success Manager - AI (DACH), working with legal teams to integrate BEAMON AI into daily legal workflows in a reliable and scalable way. As our Customer Success Manager - AI (DACH) you will operate at the intersection of law, technology, and customer enablement, with a strong focus on making complex AI-driven functionality understandable, usable, and valuable for self-serve customers. You'll be the first line of defense for hundreds of self-serve users finding their own way into the product - and will be instrumental in driving adoption of BEAMON AI (our Legal AI Suite) by turning curious sign-ups into loyal, paying customers. This isn't a traditional support role. You'll be as much a product detective as a problem-solver: spotting friction patterns, surfacing insights to the product and growth teams, and helping us build the self-serve infrastructure that means fewer tickets reach you in the first place. This is a hands-on role with a strong technical component. The role can be suited to someone early in their career, but with some previous customer support experience. We are currently only considering candidates with near-Native proficiency in German. Travel may be required. THE ROLE Respond to inbound support tickets across email and live chat, resolving technical and product questions quickly and clearly Triage and diagnose issues - distinguishing user errors from product bugs and routing accordingly Monitor product usage patterns to proactively identify users who are stuck or at risk of churning Spot recurring ticket themes and translate them into actionable product insights - escalating friction points to the Growth and product teams Reproduce and document bugs clearly for the engineering team, including steps, environment details, and impact assessment Contribute to the in-product help experience - working with the growth team on tooltips, empty states, and contextual nudges that reduce support volume WHAT WE’RE LOOKING FOR MUST HAVE Highly fluent (or native) German speaker Highly fluent English speaker 1+ years of experience in a technical support or customer success role. Ability to stay calm, patient, and empathetic when assisting customers. You have strong communication skills to explain technical issues and resolutions to both engineering and non‑technical stakeholders. You are effective at working cross‑functionally in a high‑trust environment. Experience with support tools such as Intercom or Zendesk. Comfortable working in a fast-paced, dynamic startup environment. NICE-TO-HAVE Experienced in customer support, success, or enablement for in legal tech or with AI adoption. Proficiency with adoption and product analytics tools such as Userpilot or Pendo. Experience in the legal or legal tech industry. Background in conducting webinars or training sessions Start-up and remote work experience WHAT WE OFFER Competitive Benefits: Along with 30 vacation days, we also offer a pension, a generous Work From Home Allowance to make sure your home office has everything you need, paid parental leave & more! Cutting-Edge Technology: You’ll be at the forefront of tech, working with advanced AI models, including large language models (LLMs) and Retrieval-Augmented Generation (RAG) techniques, gaining hands-on experience with the latest innovations. High-impact role: Your contributions will directly shape BRYTER’s growth and success. Collaborative and innovative team: Join a company with a strong culture of ownership, ambition, and teamwork. Team Onsites: We regularly organize team off-sites at exciting destinations across Europe, where we come together to collaborate, bond, and have fun. So far we went to Portugal, Italy and Greece – stay tuned for this year’s destination! Competitive compensation package: We offer competitive salary packages that reflect your skills, experience, and the impact you’ll have on our team. Learning & Growth: You will have the opportunity to learn and grow every day, especially in AI-driven technologies, as we push the boundaries of what’s possible in automation. ABOUT BRYTER BRYTER is the AI and No-code Platform that enables law firms and in-house legal teams to work more efficiently. By combining the power of AI with the precision of workflows, BRYTER's two products – the BRYTER No-code Platform and AI Agents – improve productivity and make services accessible to clients and business partners. Using our No-code Platform, law firms automate workflows – from document automation to fund management.Using our AI Agents, teams can be more productive by automating everything from replying to commercial requests to completing infosec questionnaires. Law firms like Paul Hastings, Ashurst and Linklaters and legal departments from global brands like ING Bank and McDonald's use BRYTER every day to improve efficiencies and scale their services. BRYTER is a remote-first company with offices in New York, London, and Frankfurt. CURIOUS? PLEASE APPLY Multiple studies have found that women/non-binary people on average seek to match a high percentage of a role's requirements before applying. We encourage everyone to apply, even if they feel they might not fulfill all listed requirements fully. We'd like you to give us a chance to evaluate your skills and experience. We're curious to hear from you and learn what you believe you'd bring to the role and the team. For people living with disabilities, chronic illnesses, or neurodiversity, adjustments, and support can make a decisive difference in the interviewing process. Please let us know if you need any accommodations (specific tools, more time, additional breaks, etc.) and feel comfortable disclosing this, and we'll do our best to meet them. Department Commercial Locations Remote – Germany Remote status Fully Remote Employment type Full-time Remote – Germany Why work at BRYTER? We believe in flexibility That means most positions are remote-first. We will set you up for success This includes a work-from-home stipend to make sure you have everything you need to do your best work! Great PTO So you can recup & come back refreshed. Epic Onsites Last year we went to Tuscany! Workplace & culture We are a remote-first Software-as-a-Service company, with people across UK, Europe, and the USA. We believe that teams are more important than businesses and we are convinced that the right team can have the greatest impact. Our management team has successfully built, scaled and sold companies before and wants to create an environment where everyone can grow to their full potential and flourish. We want our team members to take responsibility, to understand the mission and, ultimately, to be happy. That is why our organization is optimized to foster employee happiness, allowing everyone to have as much ownership, autonomy and mastery as possible. If you want to hear it straight from the horse’s mouth on what this means, how working at BRYTER is like, our CPO and Co-Founder Michael Hübl has recorded a webinar , where he shares a bit about our remote-first working culture. Being remote-first means we work extra hard to foster relationships, including weekly check-ins, at a team and company level, and an in-person get-together twice per year where we spend the time strategizing, planning as well as just talking, having fun and getting to know each other better. Our last Onsite was in Tuscany, and prior to that it was on a beach in Portugal! About BRYTER BRYTER is a fast-growing B2B SaaS company that provides legal, compliance and ethics professionals with the tools to automate workflows and turn their expert knowledge into digital applications. BRYTER offers two products: an AI powered policy management solution that enables compliance teams to make their policies and content accessible, and a no-code automation platform that enables teams to build self-service applications, automate workflows and digitize contracting. BRYTER was named Leading Legal Technology Company of the Year by the Financial Times, listed as one of the top 100 European B2B soonicorns by Sifted and one of the hottest startups by Wired. At BRYTER, we are remote-first, with office hubs in London, Frankfurt, and New York. Being remote-first means we have invested a lot in creating our own cultural reality: one that places our team members at the center of everything. Being remote-first means we have a diverse, encouraging and hands-on culture and we are looking for a bright, high-energy individual with a passion to learn and contribute to the success of the company as a whole.