Customer Success Manager

Patlytics, Inc.; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

A fast-growing AI-native patent intelligence platform is seeking a Customer Success Manager to own the post-sale customer lifecycle. This role involves leading onboarding, ensuring customer retention, and leveraging data insights to advocate for clients. Ideal candidates will have over 3 years of SaaS experience, strong communication skills, and familiarity with CRM tools. The position is based in New York, offering a dynamic work environment focused on innovation and client success.

Qualifications

• 3+ years in Customer Success or Account Management in SaaS.
• Strong communication and relationship-building skills.
• Ability to manage multiple accounts and prioritize effectively.
• Familiarity with CRM tools and customer success platforms.
• Analytical mindset with ability to interpret usage data.

Responsibilities

• Lead onboarding and training for new customers.
• Develop success plans and monitor customer health metrics.
• Serve as a trusted advisor for customer objectives.
• Collaborate with Product and Engineering teams.
• Identify upsell and cross-sell opportunities.
• Manage renewals and mitigate churn risk.

Skills

Customer Success

Account Management

Strong communication

Relationship-building

Analytical mindset

Tools

HubSpot

Salesforce

Job description

Patlytics is the fastest-growing AI-native patent intelligence platform, transforming how IP is protected and monetized at scale. Our advanced LLMs and generative AI engine—custom-built for intellectual property—power every phase of the patent workflow from invention disclosure through litigation, delivering citation-backed insights with unprecedented accuracy and speed.

Backed by Google's Gradient fund, Next47, and 8VC with $21 million raised in just nine months, we're trusted by Fortune 500 companies and leading Am Law 100 firms including Quinn Emanuel, Google, Koch Industries, Xerox, and Foley & Lardner.

With teams across the globe we're building a global company fueled by exceptional talent and bold ideas. Our rapid expansion is driven by people who bring entrepreneurial energy, intellectual curiosity, and a shared commitment to setting the global standard for AI-powered IP intelligence. We're creating a culture where diverse perspectives shape breakthrough innovation and every voice contributes to transforming how the world protects ideas.

As a Customer Success Manager at Patlytics, you will own the post-sale customer lifecycle, ensuring our clients achieve maximum value from our platform. You’ll manage onboarding, drive adoption, and build long-term relationships that lead to retention and expansion. Your ability to understand customer needs, deliver strategic guidance, and advocate internally will be critical to shaping the future of IP intelligence.

You will:

• Lead onboarding and training for new customers, ensuring a seamless implementation experience.
• Develop success plans and proactively monitor customer health metrics to drive adoption and retention.
• Serve as a trusted advisor, helping customers achieve their business objectives using Patlytics.
• Collaborate with Product and Engineering teams to relay customer feedback and influence roadmap.
• Identify upsell and cross-sell opportunities in partnership with Sales.
• Manage renewals and mitigate churn risk through proactive engagement.

You have:

• 3+ years in Customer Success or Account Management in SaaS.
• Strong communication and relationship-building skills.
• Ability to manage multiple accounts and prioritize effectively.
• Familiarity with CRM tools (HubSpot, Salesforce) and customer success platforms.
• Analytical mindset with ability to interpret usage data and drive insights.

Bonus:

• Experience in a high-growth startup environment.
• Knowledge of analytics or data-driven SaaS products.