Pointone
Customer Success Manager
New York City
Sponsorship not specifiedDetected 168 days ago
Customer SuccessCustomer SupportCommunicationProblem Solving
About the role
- 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.
Responsibilities
- Build strong relationships with users - from paralegals to managing partners
- Lead onboarding and training sessions to ensure successful adoption
- Be the first line of support when issues arise - and coordinate resolution with engineering
- Document user feedback and partner with product/engineering to influence the roadmap
- Own customer metrics such as retention, engagement, and satisfaction
- Manage our pilot process to ensure we convert prospective customers into closed contracts
Requirements
- You have 0-3 years of experience in a customer-facing role and are excited to work in a fast-paced, high-growth tech company.
Nice to have
- Excellent communication and problem-solving skills
- 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
- An interest in AI and the future of professional services
- Previous customer service experience is a plus
Compensation
- The compensation for this position is determined by multiple factors, including prior experience and expertise.
Benefits
- include comprehensive health, dental, and vision insurance, as well as meals in office, regular team events, and more!
- the person we hire is expected to step up as an owner, bring structure to ambiguity, and play a key role in forming the company's vision and culture.
- A competitive equity component will also be offered as part of the package.
Company info
- You'll join the founding team as our first Customer Success Manager and be the primary point of contact for our law firm customers.
- Beyond supporting customers, you'll help build the foundations of our customer success function - creating playbooks, refining processes, and shaping how we deliver value at scale.
- Help turn our customers into champions
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This listing is sourced directly from Pointone's careers page and normalized into a canonical job model.