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Customer Success Lead

PointOne· Operations
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Hybrid (New York, NY)$140k - $170k + equityFull-timePosted 6mo ago

About the role

Customer Success Lead at PointOne, an AI timekeeping and billing platform for law firms. Join the founding CS team to drive onboarding, adoption, and ongoing value for law firm customers in New York, NY.

Responsibilities

  • 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

Qualifications

  • 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
  • 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

Skills

Required:Customer relationship managementCommunicationOnboarding and training facilitationCross-functional collaboration
Nice to have:B2B sales / pilot conversion

Benefits

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

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