Customer Success Manager

About Point One

Point One 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 (Y Combinator, Bessemer, 8VC, General Catalyst) made up of engineers (Google, Applied Intuition, Jane Street) and ex-attorneys. Following an excellent seed round and rapid customer adoption, we’re expanding our customer success team to keep up with 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.

• 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 Point One.

You’ll 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.

• 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