Director of Client Success

Who We Are

The Pattern Data platform was created for the rapid analysis of millions of medical records. Fueled by AI, our platform efficiently reviews and categorizes documents in minutes, significantly reducing validation time by highlighting pertinent information crucial for litigation in medical analysis and personal injury cases. Our platform has been successfully implemented in major national settlements to process, adjudicate, and value claims.

At Pattern, our team is built on a foundation of collaborative ownership, visionary problem-solving, customer-centric solutions, and authenticity. We’re looking for a Director of Client Success to join our growing team.

What You’ll Do

The Director of Client Success will be responsible for developing and executing strategies to drive customer satisfaction, retention and growth. The Director will lead the Client Success team and collaborate closely with the Implementation, Project Management, and Analytics  teams to introduce new litigation setups, onboard clients, provide user training, and ensure clients have access to important data at different stages of litigation. 

What You’ll Do

Client Strategy and Operations

• 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. 

Team Leadership and Development

• 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.

What You’ll Bring

• 7+ years of experience in client success, client management, or client-focused consultancy. Experience with reporting and analytics is preferred.
• 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.
• Experience with SaaS or subscription-based business models is highly desirable.

Ready to meet us?

Please apply directly through our website or Linkedin. We are excited to hear from you!