About PointOne
We’re building an AI system to automate the business of law. The business of law is rapidly evolving under the influence of AI. We’re using AI timekeeping — 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’re seeing strong pull from the market and can’t keep up with the volume of customers we need to onboard and support — which is why we’re hiring our first Customer Success Lead.
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.