Client Success Manager

Pattern Data; Charlotte (NC); Hybrid; USD 80,000 - 105,000; Full time

Benefits offered by this job

Comprehensive benefits

Performance-based incentives

Job summary

Pattern Data, located in Charlotte, NC, is seeking a Client Success Manager to enhance client experience and drive platform adoption. The candidate will manage client relationships, provide insights, and partner with various departments to optimize performance. Required qualifications include 3-5 years in client-facing roles and strong communication skills. The position offers a hybrid schedule with an estimated salary range of $80,000 – $105,000 per year plus bonus and benefits.

Qualifications

• 3-5 years of experience in client-facing customer success or account management.
• Comfortable navigating law firm stakeholders.
• Demonstrated ability to drive adoption and retention outcomes.

Responsibilities

• Own the client relationship with an assigned book of business.
• Lead client onboarding, building trust with firm partners.
• Evaluate custom client requests and assess feasibility.

Skills

Client-facing customer success

Account management

Data analysis

Communication skills

Job description

Who We Are

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.

What You’ll Do

The Client Success Manager plays a critical role in shaping the client experience at Pattern through trust, operational rigor, and data‑driven insights. You will influence client adoption and long‑term success by translating insights into action, while bringing forward client perspectives to inform our product roadmap. This role requires a high degree of intellectual curiosity – particularly a desire to understand how litigation works at a deeper level – as well as comfort operating in ambiguity and making sound decisions. You are accountable for outcomes, not just activity, and excel in complex environments serving sophisticated legal teams.

Client Management

• Own the client relationship with an assigned book of business (pod structure) developing a deep understanding of each firm’s litigation portfolio, internal stakeholders, and definition of success
• Lead client onboarding and serve as the primary day‑to‑day point of contact throughout the engagement building trust with partners, senior counsel, and operations leads
• Drive platform adoption proactively; not just training clients on features, but using data and reporting to demonstrate value, surface trends, and create habits that align with the firm’s workflow
• Anticipate issues before clients raise them by monitoring engagement signals, identifying risk, and taking action before problems escalated, while also addressing any needs quickly and effectively
• Serve as the voice of the client internally — channeling product feedback to the Product team and partnering with Marketing to capture client testimonials
• Evaluate custom client requests (platform builds, reporting, features) and partner with Product, Engineering, and Leadership to assess feasibility

Litigation Consulting

• 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

Account Growth & Retention

• 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

What You’ll Bring

• 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
• Comfort with data and reporting – able to read a dashboard, spot a trend, and translate what you’re seeing into a client‑ready story
• Strong written and verbal communication skills; able to distill complex data into clear, compelling narratives for a variety of audiences
• Collaborative, works well with Product, Engineering, and Implementation teams and knows how to escalate, advocate, and synthesize information across functions
• Bonus: prior exposure to legal tech, mass tort, or litigation support environments
• Base location: Charlotte, NC or Richmond, VA; requires a hybrid schedule with regular in‑office presence

Pay Transparency Disclosure

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.

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