Customer Success Lead

About PointOne

PointOne is reinventing how law firms operate. We build infrastructure for the legal industry, powering timekeeping and billing systems used by law firms and government agencies.

Our AI timekeeper helps attorneys capture billable time automatically and provides rich insights that transform how legal work is managed. We're a Tier 1 venture-backed startup (Y Combinator, Bessemer, 8VC, General Catalyst) made up of engineers (Google, Applied Intuition, Stanford) and ex-attorneys. Alongside a recent Series A round and rapid customer adoption, we're expanding our CS team to keep up with overwhelming demand.

Who you are

You have 3+ years of experience in customer success, account management, or 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

You’re excited to work in-person at an early-stage company, help define the customer experience from the ground up, and be the connective tissue between users and product.

What you’ll do

You’ll join the founding team and be the primary point of contact for our law firm customers. You’ll work closely with the founders, engineers, and product team to ensure users are successful and delighted with PointOne.

To accomplish this, you will:

• 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 ensure 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
• Own customer metrics such as retention, engagement, and satisfaction
• Help turn our customers into champions

This is going to be intense early-stage startup work; the person we hire is expected to become a leader and help form the company’s vision and culture.

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!