customer support
Posted Feb 3Customer Success Manager
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 a customer-facing role and are excited to work in a fast-paced, high-growth tech company.
- Experience working with product and engineering teams to represent the voice of the customer - An interest in AI and the future of professional services - Previous customer service
- experience from the ground up, and take ownership of ensuring our users are successful and delighted with PointOne.
Benefits
- 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 - A proactive mindset — you don’t wait for problems to be reported; you anticipate them -
- experience is a plus You’re excited to work in-person at an early-stage company, help define the customer
- 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