Pattern Data

Customer Success Manager

• 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 escalate, 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
• 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

Client Success Manager