SMB Customer Success Manager
Ivo · Legal & compliance
On-site in San Francisco; must live near San Francisco, CA · relocation offered
CSMEntry-level friendlyStartup23 insiders to talk to
Still open · posted 4 months ago
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Customer Success Manager
PointOne · Legal & compliance
On-site in New York City; must live near New York City (in-person role)
Customer successEntry-level friendly
Opens the job on PointOne's own careers site. Some companies ask you to create an account or click through another page first.
At a glance
What you'd actually do: As the first CSM, own a book of law-firm customers: onboard them, run pilots, drive adoption, renewals and upsell, and track retention.
Pay
Not listed
ATS shows $90K-$150K with no base/OTE label and the posting gives no figures, so pay is left null
Where you work
On-site in New York City; must live near New York City (in-person role)
Selling to
law firms and professional services firms
Experience asked
None
Your game plan for this job
0 of 5 doneMost people just hit Apply. Do these first and you show up with someone on the inside.
- 1Pick 2–3 people at PointOneWe found 13 current reps: 3 SDRs, 6 AEs. SDRs reply the most; they were in your shoes recently. See them ↓
- 2Send a short, curious noteAsk about their experience, not for a referral. We write it for you, with the role and what PointOne sells.
- 3Have a 15-minute chatGood questions for this role:
- What does a normal day look like for you?
- How did you land the job? What stood out in your interviews?
- How is the team doing on quota? What separates the people who hit it?
- How long do SDRs usually stay before moving up to AE?
- 4Apply, ideally with a referralIf the chat went well, ask if they'd refer you or point you to the hiring manager. Then apply and let them know so they can flag it.
- 5Prep for the role playSDR interviews almost always end in a mock cold call. Practice with the PointOne cheat sheet and the role-play guide.
Talk to someone at PointOne before you apply
A friendly message to a current rep is the best way to stand out. Ask about their experience, not for a referral.
Full job description
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 0-3 years of experience in a customer-facing role and are excited to work in a fast-paced, high-growth tech company.
You have:
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 PointOne.
What you’ll do
You’ll join the founding team as our first Customer Success Manager and 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.
To accomplish this, you will:
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
Contribute to playbooks, training materials, and best practices that will set the stage for scaling the CS function
Help turn our customers into champions
This is intense early-stage startup work; the person we hire is expected to step up as an owner, bring structure to ambiguity, and play a key role in forming the company’s vision and culture.
The compensation for this position is determined by multiple factors, including prior experience and expertise. Benefits include comprehensive health, dental, and vision insurance, as well as meals in office, regular team events, and more!
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