Pointone

Customer Success Lead

New York City

Sponsorship not specifiedDetected 271 days ago

Account ManagementCustomer SuccessCommunicationProblem Solving

About the role

Own the entire customer success lifecycle, from onboarding to long-term adoption
Build strong relationships with users - from paralegals to managing partners
Lead onboarding and training sessions to drive 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
Build playbooks, training materials, and scalable processes that will serve as the foundation for a future CS team
You'll design the systems, playbooks, and metrics that will become the backbone of PointOne's customer success strategy.
Manage our pilot process to ensure we convert prospective customers into closed contracts

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

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.
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.

The compensation for this position is determined by multiple factors, including prior experience and expertise.

include comprehensive health, dental, and vision insurance, as well as meals in office, regular team events, and more!
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.
Establish and track customer health metrics such as retention, engagement, and satisfaction
A competitive equity component will also be offered as part of the package.

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.
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.
As our founding Customer Success Lead, you won't just support customers - you'll create and scale the function.
You will be expected to take ownership, bring structure to ambiguity, and build the connective tissue between our customers and our product.

This listing is sourced directly from Pointone's careers page and normalized into a canonical job model.