What You'll DoAs a Senior Client Success Manager, you will own and grow a book of business across leading US law firms. You'll operate as a trusted advisor - bringing together a strong understanding of client workflows, thoughtful data insights, and deep knowledge of our platform to influence client outcomes and long-term success.
This is a highly consultative role requiring strong client instincts and the ability to navigate complex client environments while driving measurable impact. You are accountable for outcomes - not just activity - and play a critical role in shaping both the client experience and how we continue to improve and deliver value through our platform. At Pattern, you will be responsible for the following:
Client Strategy and Management- Own and grow a book of business across leading law firms, serving as the primary point of accountability for client outcomes and long-term value
- Build a strong understanding of each client's litigation, key stakeholders, and definition of success - connecting how they operate with how they leverage Pattern
- Lead the full client lifecycle from onboarding through ongoing engagement, ensuring clients are set up for success quickly and continue to realize value as their needs evolve
- Drive adoption and retention by moving beyond feature usage to shaping client workflows - using data, reporting, and product expertise to reinforce habits and demonstrate impact
Product & Litigation Expertise - Become a subject matter expert in Pattern's platform and its application within mass tort litigation
- Act as the voice of the client internally, influencing Product and Engineering roadmaps with high-quality, timely, and strategic feedback
- Evaluate and scope custom client needs (reporting, workflows, features) in partnership with cross-functional teams
- Serve as the primary CS owner for assigned litigations, partnering closely with Litigation Managers and Implementation to maintain a deep knowledge of your assigned litigation
Account Growth & Retention- Own client health, retention, and expansion across your book of business
- Proactively identify trends, risks, and expansion opportunities across your book, using engagement signals and client context to prioritize where to focus and when to act
- Identify and drive growth opportunities across accounts by proactively understanding client needs, usage patterns, and evolving priorities
- Build strong in-person relationships through regular client engagement and travel as needed
What You'll Bring- 5+ years of experience in Client Success, Account Management, or a similar client-facing role in a complex SaaS environment
- Strong preference for candidates with a legal background (e.g., prior experience at a law firm, legal tech company, or litigation support environment)
- Proven ability to manage and grow relationships with senior and executive stakeholders
- Demonstrated success owning high-value accounts, driving retention, and identifying expansion opportunities
- Strong curiosity and ability to quickly develop deep product knowledge and client context to drive effective customer outcomes
- Strong analytical skills - you're comfortable interpreting data, identifying trends, and translating insights into action
- Exceptional communication and executive presence; able to influence and challenge clients when needed
- Highly proactive, detail-oriented, and comfortable operating in fast-paced, ambiguous environments
- Experience working cross-functionally with Product, Engineering, and Implementation team
- Location: Charlotte, NC preferred; Richmond, VA also considered. This is a hybrid role with regular in-office presence required.
Ready to meet us?Please apply directly through our website or LinkedIn-we're excited to hear from you.
Pay Transparency DisclosureThe estimated base salary range for this role is $105,000 - $135,000, plus performance-based bonus and benefits.
At Pattern Data, our compensation philosophy is built around fairness, transparency, and market alignment. Base salary represents just one part of our total compensation package, which also includes performance-based incentives, comprehensive benefits, and other rewards.
Final compensation will be determined based on several factors, including skills, experience, qualifications, geographic location, and internal equity.
We understand that exceptional candidates bring unique backgrounds and strengths. If the scope of the role evolves during the hiring process, we'll communicate any updates to the compensation range accordingly.
Pattern Data is committed to pay equity and maintaining competitive, transparent compensation practices across all roles and teams.
