Customer Success Lead

Job description

## **About PointOne** PointOne is reinventing how law firms operate. Our AI-powered timekeeper helps attorneys capture billable time automatically and provides rich insights that transform how legal work is managed. We’re a venture-backed startup (Y Combinator, Bessemer, 8VC, General Catalyst) made up of engineers (Google, Applied Intuition, Stanford) and ex-attorneys. Following an excellent seed round and rapid customer adoption, we’re expanding our customer success team to keep up with demand. ## **Who you are** You have 5+ years of experience in customer success, account management, or other client-facing roles in a fast-paced, high-growth tech company — ideally in legal tech or other vertical SaaS. You have: - A passion for building deep, trusted relationships with customers - Excellent communication and problem-solving skills - Experience managing B2B customers with complex workflows or integrations - A proactive mindset — you don’t wait for problems to be reported; you anticipate them - Experience working with product and engineering teams to represent the voice of the customer - The ability to distill and prioritize customer feedback into concrete action plans - An interest in AI and the future of professional services Most importantly: you’re excited to own and build out the customer success function from day one, define what world-class customer experience means at PointOne, and help shape the company’s culture and vision. ## **What you’ll do** As our founding Customer Success Lead, you won’t just support customers — you’ll create and scale the function. You’ll design the systems, playbooks, and metrics that will become the backbone of PointOne’s customer success strategy. To accomplish this, you will: - Own the entire customer success lifecycle, from onboarding to long-term adoption - Build strong relationships with users — from paralegals to managing partners - Manage our pilot process to ensure we convert prospective customers into closed contracts - Lead onboarding and training sessions to drive successful adoption - Be the first line of support when issues arise — and coordinate resolution with engineering - Proactively check in with accounts to uncover pain points, usage gaps, and upsell opportunities - Document user feedback and partner with product/engineering to influence the roadmap - Establish and track customer health metrics such as retention, engagement, and satisfaction - Build playbooks, training materials, and scalable processes that will serve as the foundation for a future CS team - Turn our customers into champions and advocates This is intense early-stage startup work. You will be expected to take ownership, bring structure to ambiguity, and build the connective tissue between our customers and our product. *The compensation for this position is determined by multiple factors, including prior experience and expertise. **A competitive equity component will also be offered as part of the package.** Benefits include comprehensive health, dental, and vision insurance, as well as meals in office, regular team events, and more!*