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PointOnePointOneNew York, NY

Customer Success Manager

Serve as the primary contact for law firm customers, managing relationships, onboarding, support, and driving adoption/upsell in an early-stage AI startup. Build CS processes from scratch with 0-3 years customer-facing experience.

70k – 110k
On-siteEntry levelCustomer Success

About the role

Responsibilities

  • 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

Requirements

  • 0-3 years of experience in a customer-facing role
  • Passion for building deep, trusted relationships with customers
  • Excellent communication and problem-solving skills
  • Proactive mindset — anticipate problems
  • Experience working with product and engineering teams to represent the voice of the customer
  • Interest in AI and the future of professional services
  • Previous customer service experience is a plus

Compensation & Benefits

  • Competitive base salary $70,000 - $110,000
  • Competitive equity component
  • Comprehensive health, dental, and vision insurance
  • Meals in office, regular team events, and more

Skills

Customer Relationship ManagementOnboardingCustomer TrainingCustomer SupportProduct FeedbackCustomer MetricsRetention StrategiesUpsell StrategiesPlaybook DevelopmentAi Interest

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