# Customer Success Lead at PointOne

Customer Success Lead at PointOne in New York City. On-site, full-time, paying $140k–$170k. Posted October 23, 2025.

- Company: PointOne
- Location: New York City
- Workplace: On-site
- Job type: Full-time
- Pay: $140k–$170k
- Experience: 5+ years
- Posted: 2025-10-23
- Apply: https://jobs.ashbyhq.com/pointone/a96e8731-44ee-4b93-9512-39b16ddaf770/application
- Source: https://jobmagic.ai/jobs/customer-success-lead-pointone-5ntn8c

## Requirements

- 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

## Description

### **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!*