Senior Client Success Manager

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 and we’re looking for someone who’s excited to contribute to a team that’s actively building and improving every day.

What You’ll Do

As a Senior Client Success Manager, you will own and grow a book of business across leading US law firms. You’ll operate as a trusted advisor - bringing together a strong understanding of client workflows, thoughtful data insights, and deep knowledge of our platform to influence client outcomes and long-term success.

This is a highly consultative role requiring strong client instincts and the ability to navigate complex client environments while driving measurable impact. You are accountable for outcomes - not just activity - and play a critical role in shaping both the client experience and how we continue to improve and deliver value through our platform. At Pattern, you will be responsible for the following:

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

What You’ll Bring

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 incl…