Senior Client Success Manager

About the role

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. The problems we work on are complex and high-stakes, requiring precision, adaptability, and a deep understanding of both data and client needs. 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.

Responsibilities

• 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

Requirements

• 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 Disclosure
• The 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 i

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