Customer Success Manager - AI (DACH)

BEAMON AI; Frankfurt; Vor Ort; EUR 42.000 - 64.000; Vollzeit

Zusammenfassung

BEAMON AI is seeking a Customer Success Manager - AI (DACH) to bridge law, technology, and customer enablement for self-serve users. You will resolve technical questions, diagnose issues, and surface insights to product and growth teams, reducing tickets through proactive support and in-product help.

You will operate hands-on with a technical focus, can suit someone early in their career with prior support experience, and candidates with near-native German proficiency are preferred.

Qualifikationen

• Fluent German (near-native) is required, along with fluent English.
• 1+ year of experience in technical support or customer success.
• Strong communication skills to explain technical issues to engineers and non-technical stakeholders.
• Able to stay calm, empathetic, and patient when assisting customers.
• Experience working cross-functionally in high-trust environments.
• Familiarity with support tools such as Intercom or Zendesk.

Aufgaben

• Respond to inbound support tickets via email and live chat, resolving technical and product questions quickly and clearly.
• Triages and diagnoses issues, distinguishing user errors from bugs and routing accordingly.
• Monitor product usage to identify users at risk of churn and proactively offer help.
• Translate recurring ticket themes into actionable product insights for Growth and Product teams.
• Reproduce and document bugs with steps, environment details, and impact for engineering.
• Contribute to in-product help with tooltips, empty states, and nudges to reduce support volume.

Kenntnisse

German language

English language

Technical support

Customer success

Empathy

Communication

Cross-functional teamwork

Intercom/Zendesk

Startup environment

Tools

Intercom

Zendesk

Jobbeschreibung

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 ForMUST 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 BryterBRYTER 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.