Customer Success Lead

Job overview

The Customer Success Lead role is listed in New York, NY; the posting does not specify a work arrangement. Compensation is $140,000–$170,000 per year, with a competitive equity component also offered. PointOne builds an AI-powered timekeeper and insights product for law firms. As the founding customer success lead, this role establishes and scales the customer success function. It guides customers from onboarding through adoption, coordinates issue resolution, and turns customer feedback and health measures into improvements to the product and customer experience.

What you'll do

• Own the customer success lifecycle
• build customer relationships
• manage pilots
• lead onboarding and training
• coordinate issue resolution with engineering
• check in with accounts to identify pain points, usage gaps, and upsell opportunities
• document feedback and partner with product and engineering
• track customer health metrics
• build playbooks, training materials, and scalable processes.

What we're looking for

Skills & competencies

customer success lead

new york ny

pointone

$140k–$170k

customer onboarding

b2b saas

legal technology

account management

customer adoption

product feedback

ai-powered software

equity component

Work arrangement

• Weekend coverage required

Benefits & perks

• Comprehensive health, dental, and vision insurance
• office meals
• regular team events
• and a competitive equity component.

Why this role

Founding role with responsibility for building the customer success function, systems, playbooks, and metrics.

About the employer

PointOne is hiring for this role. Industry: Other Computer Related Services. Sector: 54.