Customer Success Manager

The role

You will own post-sale relationships with a book of law firm and corporate IP customers. You will drive adoption, show measurable value, and provide feedback to Product and Engineering teams.

What you will do

• Own a portfolio of customer accounts including onboarding, adoption, health, renewals, and expansion
• Lead onboarding and training for attorneys, patent agents, paralegals, and innovation or KM teams
• Build success plans with adoption and ROI milestones
• Run regular business reviews with partners, IP counsel, and legal ops leaders
• Watch usage and health signals to spot risk before a renewal is at risk
• Find expansion opportunities and work with Sales to close them
• Act as the voice of the customer internally by bringing feedback to Product and Engineering
• Work with Support and Engineering on escalations
• Help build the CS function by creating playbooks, onboarding materials, health scoring, and processes

Required qualifications

• 3+ years in Customer Success, Account Management, or Implementation at a B2B SaaS company
• Legaltech experience is required
• Experience working with law firms, in-house legal teams, or both
• Understanding of billable-hour economics, partner-driven decisions, KM and innovation teams, and confidentiality and security expectations
• A record of hitting retention, adoption, and expansion goals
• Comfort presenting to senior attorneys and executives
• Strong written communication
• Highly organized

Nice to have

• Experience in IP, patent prosecution, or patent litigation
• A JD, patent agent registration, or technical or scientific background
• Early-stage startup experience, including helping build a CS function from scratch
• Familiarity with HubSpot or a similar CRM and with customer success tooling

About the company

Patlytics is an AI-powered patent intelligence platform. IP law firms and in-house patent teams use it across the patent lifecycle.