Customer Success Manager - AI (DACH)

Job description

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.