Customer Success Manager

Customer Success Manager

PointOne is reinventing how law firms operate. We build infrastructure for the legal industry, powering timekeeping and billing systems used by law firms and government agencies. Our AI timekeeper helps attorneys capture billable time automatically and provides rich insights that transform how legal work is managed. We're a Tier 1 venture-backed startup (Y Combinator, Bessemer, 8VC, General Catalyst) made up of engineers (Google, Applied Intuition, Stanford) and ex-attorneys. Alongside a recent Series A round and rapid customer adoption, we're expanding our GTM team to keep up with overwhelming demand.

You have 1-3 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:

• 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.