Customer Support & Success Manager (m/f/d) – Legal B2B SaaS Software (remote)
- Role
- Support
- Experience
- Mid
- Employment
- Full-time
Open to DE, PL only. Set where you work from to check your eligibility.
No BS summary
Customer Support & Success Manager with 3+ years of experience in SaaS software consulting. Must have strong troubleshooting skills, technical affinity, and experience with CRM/support platforms. Fluent English is required; German, Polish, or Spanish are a plus. Legal Tech industry experience is advantageous.
Required skills
Optional skills
Required languages
Short description
Shape exceptional customer experiences in Legal Tech At Septeo CNEE, we help law firms work smarter through our cloud-based software Amberlo. To support our growing international customer base, we're looking for a Customer Support & Success Specialist who enjoys solving problems, building trusted customer relationships, and making a real impact on the user experience. In this role, you'll be the go-to person for customer support, helping users resolve challenges, adopt new features, and get maximum value from our platform. While customer support is at the heart of the role, you'll also contribute to onboarding activities, customer success initiatives, and the continuous improvement of our products and services. If you're passionate about customer support, technology, and delivering great service, we'd love to hear from you. Your workplace / location: On-site from one of our office in Germany or 100% remote within Germany
Your mission
- Serve as the primary point of contact for our international customers, providing day-to-day support for our legal practice management solution, Amberlo
- Investigate, troubleshoot, and resolve customer inquiries and complex issues, including 2nd-level support cases
- Analyse customer requirements and translate them into practical solutions and recommendations
- Work closely with Product, Development, and other internal teams to ensure timely issue resolution and a high-quality customer experience
- Deliver customer training sessions and support users in adopting and making the most of the solution
- Monitor customer needs and proactively identify opportunities to improve satisfaction, processes, and product usage
- Support customers throughout their lifecycle, from onboarding to ongoing enablement and optimisation
- Contribute customer insights and feedback to product and process improvement initiatives while ensuring smooth project execution, quality standards, and commercial alignment
Your profile
- 3+ years of experience in Customer Support, Customer Success, or SaaS software consulting
- Strong troubleshooting and problem-solving skills in customer-facing environments
- Technical affinity and confidence working with software solutions and system environments
- Experience with CRM and support platforms (e.g. HubSpot, Dynamics, Jira, Zendesk)
- Excellent communication skills and a strong customer-centric mindset
- Ability to manage priorities independently while collaborating across teams
- Fluent English language skills; German, Polish and/or Spanish are a plus
- Legal Tech industry experience is an advantage
Your team
Application process
- Virtual Get-to-know: In a 20-minute exchange with our recruiter, we look together at mutual expectations.
- Digital Interviews: Next, you’ll meet our manager as well as the team and dive deeper into technical topics and the role itself.
Benefits
Our full benefits & perks are explained in our recruitment process, but on our career site you will have a good overview: As a european company, each country works differently, but some benefits/perks are for all employees:
- Learning & Development budget
- Employee referral bonus
- Mobility: company bikeleasing, support in public transportation
- Workation: up to 30 days per year within EU
- Workplace glasses
- Tax-free benefits
- Events & Company celebrations (summer party, annual kick-off,..)
- Flexible work models
- English courses for all levels
Contact details
If you have any questions, feel free to reach out to our recruiter:
Isabel Ostwald E-Mail: jobs@stp.one
What you'll do
- Serve as the primary point of contact for our international customers, providing day-to-day support for our legal practice management solution, Amberlo
- Investigate, troubleshoot, and resolve customer inquiries and complex issues, including 2nd-level support cases
- Analyse customer requirements and translate them into practical solutions and recommendations
- Work closely with Product, Development, and other internal teams to ensure timely issue resolution and a high-quality customer experience
- Deliver customer training sessions and support users in adopting and making the most of the solution
- Monitor customer needs and proactively identify opportunities to improve satisfaction, processes, and product usage
- Support customers throughout their lifecycle, from onboarding to ongoing enablement and optimisation
- Contribute customer insights and feedback to product and process improvement initiatives while ensuring smooth project execution, quality standards, and commercial alignment
What they require
- 3+ years of experience in Customer Support, Customer Success, or SaaS software consulting
- Strong troubleshooting and problem-solving skills in customer-facing environments
- Technical affinity and confidence working with software solutions and system environments
- Excellent communication skills and a strong customer-centric mindset
- Ability to manage priorities independently while collaborating across teams
- Fluent English language skills
Benefits
- Learning & Development budget
- Employee referral bonus
- Mobility: company bikeleasing, support in public transportation
- Workation: up to 30 days per year within EU
- Workplace glasses
- Tax-free benefits
- Events & Company celebrations (summer party, annual kick-off,..)
- Flexible work models
- English courses for all levels