Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI): Driving adoption and value for self-serve customers using an AI Workflow platform, with an accent on technical support, scalable enablement, and data-driven insights. Focus on explaining complex AI functionality, troubleshooting technical issues, and developing help content for legal professionals.

Location: Remote (DACH region)

Company

hirify.global is an AI and No-code Platform that enables law firms and in-house legal teams to work more efficiently by combining AI with workflow automation.

What you will do

• Become an expert in the AI Workflow platform and explain technical concepts to a non-technical audience.
• Provide first-line technical support to self-serve customers, addressing inquiries and resolving technical issues.
• Develop and maintain Help Center content, documentation, and other scalable support formats.
• Track product usage and define adoption and ROI metrics to assess customer success.
• Diagnose, identify, and troubleshoot issues, escalating to Engineering teams if necessary.

Requirements

• Highly fluent (or native) German speaker.
• Highly fluent English speaker.
• 3+ years of experience in a technical support or customer success role.
• Previous work in SaaS or AI.
• Strong communication skills to explain technical issues and resolutions to both engineering and non‑technical stakeholders.
• Proficiency with support tools such as Intercom or Zendesk.
• Comfortable working in a fast-paced, dynamic startup environment.

Nice to have

• Experience in customer support, success, or enablement 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.

Culture & Benefits

• Competitive benefits including 30 vacation days, a pension, and a generous Work From Home Allowance.
• Opportunity to work with cutting-edge AI models, including large language models (LLMs) and Retrieval-Augmented Generation (RAG) techniques.
• High-impact role within a collaborative and innovative team with a strong culture of ownership, ambition, and teamwork.
• Regular team off-sites at exciting destinations across Europe (Portugal, Italy, Greece mentioned).
• Competitive compensation package reflecting your skills, experience, and impact.
• Learning and growth opportunities in AI-driven technologies.