Customer Success Lead at PointOne (W24) $80 - $130K • 0.02% - 0.10% Automated time tracking and billing for law firms. New York, NY, US Full-time US citizen/visa only 1+ years About PointOne PointOne is automating the business of law. Our customers range from SMBs to some of the world's largest law firms. We raised a $3.5M seed round from Bessemer, 8VC, General Catalyst, and other top investors. We have a small team and are 2x'ing over the next 2 months to meet massive customer demand. Without PointOne, lawyers have to track and record all their time in 6-minute increments, then spend hours at the end of the month reviewing and editing client bills. Many lawyers describe this as the worst part of their job. Meanwhile, law firms are spending $70B/year on admin staff and legacy software to do things like data entry, filings, organizing documents, and more. We're using AI to automate these functions. About the role About PointOne We're building an AI system to automate the business of law. The business of law is rapidly evolving under the influence of AI. We’re using AI timekeeping—and the rich data stream it generates—to help firms transition businesses into the AI era. Our team is a mix of legal, AI, and startup backgrounds from Fenwick & West, Applied Intuition, and Google. We recently raised a seed round from Y Combinator, Bessemer, 8VC, General Catalyst, and several of our early customers (who asked to invest after using the product). We are getting strong pull from the market and can’t keep up with the volume of customers we need to onboard and support — this is where you come in. Who you are You have 3+ years of experience in customer success, account management, or 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 You’re excited to work in-person at an early-stage company, help define the customer experience from the ground up, and be the connective tissue between users and product. What you’ll do You’ll join the founding team and be the primary point of contact for our law firm customers. You’ll work closely with the founders, engineers, and product team to ensure users are successful and delighted with PointOne. 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 Help turn our customers into champions This is going to be intense early-stage startup work; the person we hire is expected to become a leader and help form the company’s vision and culture. Day in the Life As our first Customer Success Manager, you’ll be constantly interfacing with customers and our team to ensure we’re delivering massive value. Here’s a typical day: 10:30 AM. Join a standing check-in call with one of our largest firms, where a billing manager shares that they’re confused about how categories are mapped in the reports. You share your screen, walk them through it, and identify a UI tweak that would help. 11:45 AM. Sync with an engineer to flag a billing export issue one firm ran into — and help them test a fix before it goes live. 1:15 PM. Draft a short email update to all customers about a new Slack integration. Include a quickstart video and links to help docs. 2:30 PM. Host a training for a new firm that’s just onboarded 20 associates. You run the group through a walkthrough of the desktop app and how it tracks billable time — and answer questions in real time. 4:15 PM. Look through usage analytics for a firm that’s been quiet lately. You spot a drop in adoption and set up a call with their admin. 5:45 PM. Join the founders and a few engineers to talk through a new account health dashboard you proposed. 6:30 PM. Add the final touches to a “Top 10 Tips” PDF for new users — it’ll go into your onboarding playbook for new admins. Interview Process Phone screen with Jeremy Phone screen with Katon On-site