← All roles

Customer Success Manager

PointOne· Operations
Apply on company site
New York, NY$90k - $150k + equityFull-timePosted 6mo ago

About the role

PointOne is building AI-powered timekeeping and billing infrastructure for law firms. The Customer Success Manager will be the first CS hire, owning onboarding, ongoing customer success, and the evolution of the CS function to scale value delivery for law firm customers.

Responsibilities

  • Build strong relationships with users — from paralegals to managing partners
  • Manage our pilot process to 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
  • Step up as an owner in a fast-paced early-stage startup, helping shape the company’s vision and culture.

Qualifications

  • 1+ years of experience in a customer-facing role
  • A passion for building deep, trusted relationships with customers
  • Excellent communication and problem-solving skills
  • Proactive mindset — anticipates problems
  • Experience working with product and engineering teams to represent the voice of the customer
  • Interest in AI and the future of professional services
  • Previous customer service experience is a plus

Skills

Required:Customer relationship managementonboarding and trainingCross-functional collaborationRetention and engagement metrics

Benefits

  • comprehensive health, dental, and vision insurance
  • meals in office
  • regular team events
  • equity component offered as part of the package
Last updated Sep 16, 2026. Interested? Apply on the company site.
PointOne logo

About PointOne

Automated time tracking and billing for law firms.

Lawyers have to manually track all their client work in 6-minute increments. PointOne uses AI to completely automate time tracking and bill review, helping law firms collect more revenue and saving lawyers hours each week.

artificial-intelligencesaasb2blegal
Company profileWebsite

More open roles at PointOne