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 Tier 1 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 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.

Day in the Life

As our first Customer Success Lead, you’ll be constantly interfacing with customers and our team to ensure we’re delivering massive value. Here’s a typical day:

10:30 AM. Join a standing check-in call with one of our largest firms, where a billing manager shares that they’re confused about how categories are mapped in the reports. You share your screen, walk them through it, and identify a UI tweak that would help.

11:45 AM. Sync with an engineer to flag a billing export issue one firm ran into — and help them test a fix before it goes live.

1:15 PM. Draft a short email update to all customers about a new Slack integration. Include a quickstart video and links to help docs.

2:30 PM. Host a training for a new firm that’s just onboarded 20 associates. You run the group through a walkthrough of the desktop app and how it tracks billable time — and answer questions in real time.

4:15 PM. Look through usage analytics for a firm that’s been quiet lately. You spot a drop in adoption and set up a call with their admin.

5:45 PM. Join the founders and a few engineers to talk through a new account health dashboard you proposed.

6:30 PM. Add the final touches to a “Top 10 Tips” PDF for new users — it’ll go into your onboarding playbook for new admins.

1. Phone screen
2. Deeper dive
3. Founder screen
4. On-site