Senior Client Success Manager

Pattern Data is an AI-powered platform focused on mass tort litigation, helping law firms automate case analysis and manage high-volume inventories. The Senior Client Success Manager will own and grow a book of business, serving as a trusted advisor to clients while ensuring their long-term success and satisfaction with the platform.

Responsibilities:

• 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
• 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
• 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