{"id":586351,"url":"https://alion.io/job/point-one-inc-customer-success-lead","title":"Customer Success Lead","company":{"id":449978,"name":"PointOne","domain":"pointone.com","url":"https://alion.io/company/point-one-inc","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"C","score":56,"open_postings":15,"ghost_share":0.733,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":140000,"max":170000,"currency":"USD","period":"year","gross":null,"usd_annual":170000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2025-10-23T21:44:10Z","employer_posted_date":"2025-10-23","last_verified_at":"2026-10-31T23:14:47Z","board_verified":true,"closed_at":null,"days_open":373,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":372},"description":"About PointOne\nPointOne is reinventing how law firms operate.\nOur 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.\nWho you are\nYou 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.\nYou have:\nA passion for building deep, trusted relationships with customers\n\nExcellent communication and problem-solving skills\n\nExperience managing B2B customers with complex workflows or integrations\n\nA proactive mindset - you don’t wait for problems to be reported; you anticipate them\n\nExperience working with product and engineering teams to represent the voice of the customer\n\nThe ability to distill and prioritize customer feedback into concrete action plans\n\nAn interest in AI and the future of professional services\n\nMost 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.\nWhat you’ll do\nAs 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.\nTo accomplish this, you will:\nOwn the entire customer success lifecycle, from onboarding to long-term adoption\n\nBuild strong relationships with users - from paralegals to managing partners\n\nManage our pilot process to ensure we convert prospective customers into closed contracts\n\nLead onboarding and training sessions to drive successful adoption\n\nBe the first line of support when issues arise - and coordinate resolution with engineering\n\nProactively check in with accounts to uncover pain points, usage gaps, and upsell opportunities\n\nDocument user feedback and partner with product/engineering to influence the roadmap\n\nEstablish and track customer health metrics such as retention, engagement, and satisfaction\n\nBuild playbooks, training materials, and scalable processes that will serve as the foundation for a future CS team\n\nTurn our customers into champions and advocates\n\nThis 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.\nThe 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!","description_format":"text","description_chars":3064,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Legal Services"],"lifecycle":[{"event":"open","at":"2026-09-10T04:47:11Z"}],"visa":[],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.163,"p_room":0.28,"age_days":372,"expected_fill_days":27,"reasons":["conf:1","stale_co","ghost","win:tail","crowd:"],"computed_at":"2026-10-31T05:58:55Z"},"pay":{"stated_usd_annual":170000,"is_top_pay":false},"html_url":"https://alion.io/job/point-one-inc-customer-success-lead","json_url":"https://alion.io/job/point-one-inc-customer-success-lead.json","meta":{"generated_at":"2026-11-01T00:41:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1238,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":449978},"rest":"https://alion.io/mcp/rest/get_company?id=449978"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpoint-one-inc-customer-success-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpoint-one-inc-customer-success-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpoint-one-inc-customer-success-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/point-one-inc-customer-success-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpoint-one-inc-customer-success-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":586351}},{"tool":"search_jobs","arguments":{"company":"pointone.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":586351},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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