Client Success Manager

• Serve as the CS owner for assigned litigations, partnering closely with Litigation Managers and Implementation to represent the client perspective, share proactive feedback, and help ensure the product meets client needs at each stage
• Partner with Litigation Managers to ask the right questions, understand which data matters at each phase, and translate client feedback into clear, actionable insights
• Maintain the deepest knowledge of your assigned litigations on the team and actively share that knowledge to raise the bar across the CS department

• Partner closely with the Key Account Managers, within your assigned pod, to align on client health, active litigations, and expansion opportunities across your shared book of business
• Own client health within your book by ensuring every client can clearly articulate the value Pattern delivers and is positioned to expand to new litigations or product phases
• Understand each client's broader business goals and current tech stack (case management, document partners) to identify integration opportunities
• Build and maintain strong in-person relationships through regular client visits

• 3 - 5 years of experience in client-facing customer success or account management, ideally in legal tech, legal services, or another complex B2B SaaS environment
• A track record of managing client relationships with senior stakeholders; comfortable navigating law firm partners, paralegals, or C-suite contacts with confidence
• Prior experience in designing and implementing strategies related to client service and support
• Self-starter able to take on tasks with minimal oversight and guidance
• Demonstrated ability to drive adoption and retention outcomes proactively. You don’t wait for clients to ask; you bring a point of view to every touchpoint
• Comfort with data and reporting as you can read a dashboard, spot a trend, and translate what you’re seeing into a client-ready story without needing someone to decode it for you
• Strong written and verbal communication skills. You distill complex data into clear, compelling narratives for a variety of audiences
• You collaborate and work well with Product, Engineering, and Implementation teams and know how to escalate, advocate, and synthesize information across functions
• Bonus: prior exposure to legal tech, mass tort, or litigation support environments
• Richmond, VA in-office presence preferred. Remote candidates with strong relevant experience will be considered

Ready to meet us?

Please apply directly through our website or Linkedin.

We are excited to hear from you!

The estimated base salary range for this role is $80,000 - $105,000 per year, plus 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, geographical location and internal equity across the team.

We understand that exceptional candidates bring unique backgrounds and strengths.

If the scope of the role changes during the hiring process, we’ll update and communicate any adjusted range accordingly.

Pattern Data is committed to pay equity and to maintaining competitive, transparent compensation practices across all roles and teams.