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 customer success, account management, or client-facing roles in a fast-paced, high-growth tech company — ideally in SaaS or legal tech.
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
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
Help define our support, onboarding, and customer education processes
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 Manager, 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.