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. 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 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. WHAT YOU’LL DO 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. To accomplish this, you will: - 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. The compensation for this position is determined by multiple factors, including prior experience and expertise. A competitive equity component will also be offered as part of the package. Benefits include comprehensive health, dental, and vision insurance, as well as meals in office, regular team events, and more!