Pattern Data · 2 days ago

Director of Client Success

United States

Full-time

Remote

Director/Executive

7+ years exp

Maximize your interview chances

Information TechnologyLegal

Insider Connection @Pattern Data

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Lead the development and execution of client strategies to maximize retention, expansion, and overall satisfaction.

Cultivate high-impact, relationship-driven partnerships with managing partners and staff at law firms to identify business needs, deliver data-driven insights, and proactively provide recommendations to reinforce Pattern Data’s value proposition and ROI.

Spearhead customer onboarding and adoption initiatives, ensuring seamless implementation and continued success.

Define and track key performance metrics (KPIs) to evaluate the effectiveness of client experience initiatives and continuously improve service delivery.

Collaborate closely with the Client Success Team to advocate for new feature requests based on client feedback, leveraging product knowledge to enhance client outcomes.

Hire, train, mentor, and lead team members, providing guidance and support to ensure delivery of exceptional customer service and value.

Collaborate with internal subject matter experts to ensure Client Success team members possess a strong understanding of litigation setups and key facts related to litigation(s), so they can effectively demonstrate subject matter expertise to clients.

Develop and implement best-in-class operating protocols for client onboarding, user training, case and document importing, and other key client workflows, ensuring a consistent and effective client experience.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Client Success ManagementBusiness Process ImprovementBusiness Intelligence ToolsSaaS Experience

Required

7+ years of experience in client success, client management, or client-focused consultancy.

5+ years in team leadership or management roles, with demonstrated expertise in team development and coaching.

Proven success in designing and implementing business process improvements and automation strategies to enhance client success.

Demonstrated ability to drive customer satisfaction, retention, and revenue growth, with a customer-centric approach.

Strong leadership and interpersonal skills, with the ability to inspire and develop high-performing teams while building rapport with enterprise-level clients and stakeholders.

Proficiency with Business Intelligence (BI) and reporting tools (e.g., Power BI, Looker, or Tableau), with an analytical mindset for data-driven decision-making.

Excellent communication and presentation skills, with the ability to engage effectively with both technical and non-technical audiences.