Senior Client Success Manager

<p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Who We Are</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Pattern Data is an AI-powered platform built for the complexities of mass tort litigation. We help leading law firms automate case analysis, accelerate settlement decisions, and manage high-volume inventories that were traditionally manual and time-intensive.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">The problems we work on are complex and high-stakes, requiring precision, adaptability, and a deep understanding of both data and client needs.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">We’re a collaborative, high-ownership team that moves quickly and takes pride in solving hard problems well. People at Pattern go deep to understand the “why,” build solutions that hold up, and stay focused on what drives real outcomes for our customers. We value transparency, thoughtful problem-solving, and authenticity in how we work together and we’re looking for someone who’s excited to contribute to a team that’s actively building and improving every day.</span></p> <h3><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>What You’ll Do</strong></span></h3> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">As 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.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">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:&nbsp;</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Client Strategy and Management</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">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</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Build a strong understanding of each client’s litigation, key stakeholders, and definition of success - connecting how they operate with how they leverage Pattern</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">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</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">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</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Product &amp; Litigation Expertise&nbsp;</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Become a subject matter expert in Pattern’s platform and its application within mass tort litigation</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Act as the voice of the client internally, influencing Product and Engineering roadmaps with high-quality, timely, and strategic feedback</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Evaluate and scope custom client needs (reporting, workflows, features) in partnership with cross-functional teams</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">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&nbsp;</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Account Growth &amp; Retention</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Own client health, retention, and expansion across your book of business</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">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</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Identify and drive growth opportunities across accounts by proactively understanding client needs, usage patterns, and evolving priorities</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Build strong in-person relationships through regular client engagement and travel as needed</span></li> </ul> <h3><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>What You’ll Bring</strong></span></h3> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">5+ years of experience in Client Success, Account Management, or a similar client-facing role in a complex SaaS environment</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Strong preference for candidates with a legal background (e.g., prior experience at a law firm, legal tech company, or litigation support environment)</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Proven ability to manage and grow relationships with senior and executive stakeholders</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Demonstrated success owning high-value accounts, driving retention, and identifying expansion opportunities</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Strong curiosity and ability to quickly develop deep product knowledge and client context to drive effective customer outcomes</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Strong analytical skills - you’re comfortable interpreting data, identifying trends, and translating insights into action</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Exceptional communication and executive presence; able to influence and challenge clients when needed</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Highly proactive, detail-oriented, and comfortable operating in fast-paced, ambiguous environments</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Experience working cross-functionally with Product, Engineering, and Implementation team</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Location: Charlotte, NC preferred; Richmond, VA also considered. This is a hybrid role with regular in-office presence required.</span></li> </ul> <h3><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Ready to meet us?</strong></span></h3> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Please apply directly through our website or LinkedIn—we’re excited to hear from you.</span></p> <h3><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Pay Transparency Disclosure</strong></span></h3> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">The estimated base salary range for this role is $105,000 – $135,000, plus performance-based bonus and benefits.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">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.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Final compensation will be determined based on several factors, including skills, experience, qualifications, geographic location, and internal equity.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">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.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Pattern Data is committed to pay equity and maintaining competitive, transparent compensation practices across all roles and teams.</span></p>