---
title: "Customer Success Lead"
company: "PointOne"
company_url: "https://www.remjobs.works/companies/pointone"
url: "https://www.remjobs.works/job/pointone-customer-success-lead-ba1b856e-75b2-4d37-98f1-02887f124b22"
apply_url: "https://jobs.ashbyhq.com/pointone/a96e8731-44ee-4b93-9512-39b16ddaf770"
workplace: onsite
location: "New York City"
employment_type: full-time
seniority: lead
role: customer-support
region: united-states
date_posted: 2025-10-23T21:44:10.135Z
first_seen_by_remjobs: 2026-08-27T09:27:58.000Z
---

# Customer Success Lead

**PointOne** — New York City

Apply: https://jobs.ashbyhq.com/pointone/a96e8731-44ee-4b93-9512-39b16ddaf770

## About PointOne

PointOne is the leading AI Time platform. With automated time entry, compliance, and analytics, PointOne offers AI-native

## About the role

#### About PointOne

PointOne 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, Stanford) and ex-attorneys. Following an excellent seed round and rapid customer adoption, we’re expanding our customer success team to keep up with demand.

#### Who you are

You have 5+ years of experience in customer success, account management, or other 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 servicesMost importantly: you’re excited to own and build out the customer success function from day one, define what world-class customer experience means at PointOne, and help shape the company’s culture and vision.

#### What you’ll do

As our founding Customer Success Lead, you won’t just support customers — you’ll create and scale the function. You’ll design the systems, playbooks, and metrics that will become the backbone of PointOne’s customer success strategy.

To accomplish this, you will:

- Own the entire customer success lifecycle, from onboarding to long-term adoption

- 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 drive 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

- Establish and track customer health metrics such as retention, engagement, and satisfaction

- Build playbooks, training materials, and scalable processes that will serve as the foundation for a future CS team

- Turn our customers into champions and advocatesThis is intense early-stage startup work. You will be expected to take ownership, bring structure to ambiguity, and build the connective tissue between our customers and our product.

*The compensation for this position is determined by multiple factors, including prior experience and expertise. **A competitive equity component will also be offered as part of the package.** Benefits include comprehensive health, dental, and vision insurance, as well as meals in office, regular team events, and more!*

---

Source: PointOne's own career page, read by RemJobs. Canonical HTML version: https://www.remjobs.works/job/pointone-customer-success-lead-ba1b856e-75b2-4d37-98f1-02887f124b22