Customer Success Manager - AI (DACH)

Location: Fully remote, DACH region; travel may be required.

Company

hirify.global provides AI and no-code solutions that help law firms and in-house legal teams automate workflows and improve productivity.

What you will do

• Respond to inbound support tickets through email and live chat, resolving technical and product questions.
• Triage and diagnose issues, distinguishing user errors from product bugs and routing them appropriately.
• Monitor product usage to identify users who are stuck or at risk of churning.
• Translate recurring support themes into actionable insights for the Growth and Product teams.
• Reproduce and document bugs for Engineering, including steps, environment details, and impact.
• Improve the in-product help experience through tooltips, empty states, and contextual nudges.

Requirements

• Near-native or native German proficiency required.
• Highly fluent English required.
• At least 1 year of experience in technical support or customer success.
• Strong communication, empathy, patience, and cross-functional collaboration skills.
• Experience with support tools such as Intercom or Zendesk.
• Comfort working in a fast-paced startup environment.

Nice to have

• Experience in legal tech, legal services, AI adoption, or customer enablement.
• Experience with Userpilot, Pendo, or similar product analytics tools.
• Experience conducting webinars or training sessions.
• Startup and remote-work experience.

Culture & Benefits

• 30 vacation days, pension, work-from-home allowance, and paid parental leave.
• Hands-on exposure to AI models, large language models, and Retrieval-Augmented Generation techniques.
• Remote-first work environment with offices in New York, London, and Frankfurt.
• Regular team off-sites across Europe.
• Learning and growth opportunities focused on AI-driven technologies.