Customer Success Manager

Pointone Customer Success Manager

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 made up of engineers 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 0-3 years of experience in a customer-facing role and are excited to work in a fast-paced, high-growth tech company.

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 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 is a plus

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. 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!