Customer Success Manager - AI (DACH)
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
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Respond to inbound support tickets across email and live chat, resolving technical and product questions quickly and clearly
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Triage and diagnose issues - distinguishing user errors from product bugs and routing accordingly
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Monitor product usage patterns to proactively identify users who are stuck or at risk of churning
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Spot recurring ticket themes and translate them into actionable product insights - escalating friction points to the Growth and product teams
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Reproduce and document bugs clearly for the engineering team, including steps, environment details, and impact assessment
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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
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1+ years of experience in a technical support or customer success role.
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Ability to stay calm, patient, and empathetic when assisting customers.
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You have strong communication skills to explain technical issues and resolutions to both engineering and non‑technical stakeholders.
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You are effective at working cross‑functionally in a high‑trust environment.
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Experience with support tools such as Intercom or Zendesk.
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Comfortable working in a fast-paced, dynamic startup environment.
NICE-TO-HAVE
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Experienced in customer support, success, or enablement for in legal tech or with AI adoption.
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Proficiency with adoption and product analytics tools such as Userpilot or Pendo.
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Experience in the legal or legal tech industry.
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Background in conducting webinars or training sessions
- Start-up and remote work experience
WHAT WE OFFER
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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!
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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.
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High-impact role: Your contributions will directly shape BRYTER ’s growth and success.
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Collaborative and innovative team: Join a company with a strong culture of ownership, ambition, and teamwork.
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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!
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Competitive compensation package: We offer competitive salary packages that reflect your skills, experience, and the impact you’ll have on our team.
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Learning & Growth: You will have the opportunity to learn and grow every day, especially in AI-driven technologies, as we push