Director of Client Success

Summary

Join Pattern Data as their Director of Client Success and lead the Client Success team in driving customer satisfaction, retention, and growth. You will develop and execute client strategies, cultivate strong relationships with law firm partners, and spearhead onboarding initiatives. This role requires leading and developing your team, collaborating with internal experts, and implementing best-in-class operating protocols. You will leverage data-driven insights to enhance client outcomes and contribute to the company's success. The ideal candidate possesses extensive experience in client success, team leadership, and business process improvement, along with strong communication and analytical skills.

Requirements

• 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

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

Preferred Qualifications

• Experience with reporting and analytics
• Experience with SaaS or subscription-based business models