About PointOne
We’re building an AI system to automate timekeeping and firm intelligence for law firms, starting with timekeeping and billing. The business of law is rapidly changing in response to AI. We’re using our entry wedge — and the rich data stream it generates — to help firms transition their businesses into the AI era.
Our team is a mix of legal, AI, and startup backgrounds from Fenwick & West, Applied Intuition, and Google. We recently raised a seed round from Y Combinator, Bessemer, 8VC, General Catalyst, and several of our early customers (who asked to invest after using the product).
We are getting strong pull from the market and can’t keep up with the volume of customer demands — this is where you come in.
Who you are
You have 3+ years of experience in a technical customer-facing role — maybe as a solutions engineer, product specialist, or technical account manager — ideally at a fast-growing startup.
You have:
The ability to translate complex technical concepts into clear business value
A product mindset and deep curiosity about how users interact with software
Strong communication skills — especially in surfacing insights from customer conversations
Experience working closely with engineering and product to shape features and roll out changes
Enough technical fluency to understand APIs, integrations, and cloud-based systems
A proactive, entrepreneurial attitude — you see opportunity in ambiguity
Empathy for users, and pride in helping them succeed
You’re excited to join a small, in-person team at the ground floor, working directly with founders and customers to shape the future of legal tech.
What you’ll do
You’ll be the connective tissue between our customers and the product team — helping define what we build, how we deliver it, and how we evolve it over time.
To accomplish this, you’ll:
Work closely with customers to understand their workflows and goals
Co-design implementation plans and iterate based on usage and feedback
Help define and execute rollouts of new features, integrations, and upgrades
Represent the voice of the customer internally, surfacing patterns and opportunities
Partner with product and engineering to refine roadmap priorities
Help shape onboarding, adoption, and success strategies across the customer base
Track customer outcomes, usage patterns, and engagement to guide success plans
Build scalable resources — demos, documentation, internal tooling — that help customers thrive
You won’t just help customers use the product — you’ll help us build the right product in the first place.
Our tech
We have a fully serverless backend built on top of AWS, consisting of a collection of Go microservices. We use React/TypeScript to build client applications across web, desktop, and mobile. We create our own RAG pipelines.
Day in the life
As our first Customer Success Engineer, you’ll operate at the intersection of product, engineering, and customer experience. Here’s what a day might look like:
10:15 AM. Join a feedback session with a newly onboarded firm. You notice they’re struggling to categorize time entries — after the call, you sketch a prototype for a UI tweak with one of the engineers.
11:30 AM. Sync with the product team on an upcoming feature launch. You share insights from three recent firms that would benefit and propose a rollout strategy.
1:00 PM. Review customer usage dashboards and reach out to a firm that has dropped off — you schedule a quick strategy call to understand why and how we can help.
3:30 PM. Pair with an engineer to QA a new billing report customization before it goes live for a major client.
5:00 PM. Lead an implementation working session with a firm rolling out PointOne to a second practice group. You tailor configuration to their specific billing rules.
6:45 PM. Add notes from the day to our shared playbook: what worked, what didn’t, and what we should do differently next time.