PointOne
Customer Success Lead
$140K–$170K
New York City · On-site · Full-time · Posted Oct 23, 2025
- Experience
- 5+ years in customer success, account management, or other client-facing roles.
About the job
Build and lead PointOne’s customer success function, guiding law firm customers from onboarding through long-term adoption and translating their needs into product improvements.
What you'll do
- Own the customer success lifecycle, including pilots, onboarding, training, support, and adoption.
- Create customer success playbooks, processes, and health metrics; proactively identify account needs and growth opportunities.
- Represent customer feedback to product and engineering teams and coordinate issue resolution.
- 5+ years in customer success, account management, or another client-facing role at a fast-paced, high-growth tech company.
- Experience managing B2B customers with complex workflows or integrations.
- Strong communication, problem-solving, and customer-feedback prioritization skills.
- Ability to work with product and engineering teams to represent customer needs.
What they ask for
- 5+ years in customer success, account management, or another client-facing role at a fast-paced, high-growth tech company.
- Experience managing B2B customers with complex workflows or integrations.
- Strong communication, problem-solving, and customer-feedback prioritization skills.
- Ability to work with product and engineering teams to represent customer needs.
Nice to have
- Experience in legal tech or other vertical SaaS.
- Interest in AI and the future of professional services.
Pay
$140K – $170K (base salary); 0.025% – 0.2% (equity)
AI focus
The company’s AI-powered timekeeper automatically captures attorneys’ billable time; the role supports customer adoption of the product.
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