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 Manager.
Who you are
You have 3+ 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
You’re excited to work in-person at an early-stage company, help define the customer experience from the ground up, and take ownership of ensuring our users are successful and delighted with PointOne.
What you’ll do
You’ll join the founding team as our first Customer Success Manager and be the primary point of contact for our law firm customers. Beyond supporting customers, you’ll help build the foundations of our customer success function — creating playbooks, refining processes, and shaping how we deliver value at scale.
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
Contribute to playbooks, training materials, and best practices that will set the stage for scaling the CS function
Help turn our customers into champions
This is intense early-stage startup work; the person we hire is expected to step up as an owner, bring structure to ambiguity, and play a key role in forming the company’s vision and culture.