Manage self-serve channel from customer support and success perspective.
Provide first line technical support during onboarding.
Build up help center and other scalable ways of supporting self-serve.
Track usage and ROI for self-serve customers.
Respond to support tickets and live customer chats.
Synthesize recurring technical issues and work with product team.
Monitor and stimulate adoption rates, benchmarks, and customer satisfaction.
Collaborate with Product Team to build and maintain documentation and training materials.

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.
Ability to stay calm, patient, and empathetic when assisting customers.
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.

Technical Adoption Manager – Legal AI

Key skills