customer support
Posted Oct 23, 2025Customer Success Lead
at PointOne
New York City, United StatesOn-site
Requirements
- 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.
- 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.
- 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
- WHO YOU ARE You have 5+ years of
Benefits
- experience means at PointOne, and help shape the company’s culture and vision.
- 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!
Additional details
- ABOUT POINTONE PointOne is reinventing how law firms operate.
- Following an excellent seed round and rapid customer adoption, we’re expanding our customer success team to keep up with demand.
- You have: - A passion for building deep, trusted relationships with customers - Excellent communication and problem-solving skills -
- 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 be expected to take ownership, bring structure to ambiguity, and build the connective tissue between our customers and our product.