Customer Support & Success Manager (m/f/d) – Legal B2B SaaS Software (remote)

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 and Polish language skills; German 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: https://www.stp.one/en/careers 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: Alexandra Ferschke E-Mail: [email protected]