Customer Success Lead

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.

• 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.

Responsibilities

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.

• 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.

Benefits

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