Customer Success Lead

About the role

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.

Responsibilities

• 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

Requirements

• 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

Qualifications

• 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.

Skills

• Strong interpersonal and communication skills
• Ability to manage complex workflows and integrate with different systems
• Experience with customer relationship management tools
• Problem-solving and analytical skills

Benefits

• Comprehensive health, dental, and vision insurance
• Meals in office
• Regular team events

Pay

$140K - $170K

Schedule

Full-time