Technical Adoption Manager - Legal AI (DACH)

Stellenbeschreibung:

As our Technical Adoption Manager - Legal AI (DACH) you will manage our self‑serve channel from a customer support and success perspective. You will be instrumental in driving adoption of BEAMON AI (our Legal AI Suite) by providing first‑line technical support, building up our help center and other scalable ways of supporting self‑serve, and tracking usage and ROI for self‑serve customers.

This is a hands‑on AI adoption role that has a strong technical component. Therefore we are looking for someone who is comfortable navigating uncertainty: you will think about adoption strategy, and ROI metrics, but also roll up your sleeves to help our customers accelerate their legal work through the power of AI.

You will be part of our global Customer Success team, who acts as trusted advisor to our customers and is critical to driving successful adoption and maximizing the value from our products. This role reports directly to the VP Operations.

THE ROLE

CUSTOMER SUPPORT

Help with technical issues during BEAMON AI onboarding.
Respond to BEAMON AI support tickets and live customer chats during business hours (Monday to Friday, 9 am to 5 pm CET/CEST), addressing customer inquiries and resolving technical issues with empathy and efficiency and seeing any potential issues through to a resolution.
Serve as the primary point of contact for our customer base for technical inquiries via chat or phone.
Diagnose, identify, and troubleshoot issues, escalating situations requiring urgent attention to our Engineering teams, if necessary.
Synthesize recurring technical issues and work with the product team to make BEAMON more resilient.

AI ADOPTION

Monitor and understand drop‑off rates for trial users.
Stimulate adoption rates, benchmarks, and other key metrics to ensure customer satisfaction and high ROI.
Use analytics and feedback to maintain stakeholder engagement and customer satisfaction, nurturing accounts for renewals and expansion.

HELP CENTER & USER TRAINING

Collaborate with our Product Team to build, update, and maintain internal and external documentation onboarding guides, and help center resources to scale self‑service support for our customers effectively.
Design and develop comprehensive training materials, including user manuals, video tutorials, and FAQs.
Evaluate user skill gaps through effective monitoring of technical support requests and adoption rates and create documentation, programs, or initiatives based on specific customer needs.

WHAT WE’RE LOOKING FOR

MUST HAVE

Highly fluent (or native) German speaker.
Highly fluent English speaker.
3+ years of experience in a technical support or customer success role.
Ability to stay calm, patient, and empathetic when assisting customers.
Previous work in SaaS or AI.
Strong communication skills to explain technical issues and resolutions to both engineering and non‑technical stakeholders.
Effective at working cross‑functionally in a high‑trust environment.
Coordinate efforts across teams and provide updates during ongoing incidents.
Previous experience creating customer‑facing documentation or video tutorials.
Proficiency with support tools such as Intercom or Zendesk.
Comfortable working in a fast‑paced, dynamic startup environment.
Excellent written and verbal communication skills.

NICE‑TO‑HAVE

Experience 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.
Startup and remote work experience.

WHAT WE OFFER

Competitive Benefits: 30 vacation days, pension, generous Work From Home Allowance, paid parental leave, and more.
Cutting‑Edge Technology: work with advanced AI models, including large language models and Retrieval‑Augmented Generation techniques.
High‑impact role: contributions directly shape BRYTER’s growth and success.
Collaborative and innovative team with a strong culture of ownership, ambition, and teamwork.
Team Off‑sites: regular team off‑sites at exciting European destinations (Portugal, Italy, Greece, etc.).
Competitive compensation package reflecting skills, experience, and impact.
Learning & Growth: daily opportunities to learn and grow, especially in AI‑driven technologies.

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 such as 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. 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.