• 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

Role Description This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Client Success Manager - REMOTE. In this strategic role, you will manage relationships with client partners to enhance their experience with our mental health products. You will lead initiatives aimed at improving client satisfaction and engagement, working closely with various internal teams to meet client needs. This position offers the opportunity to contribute to best practices and strategic projects, making a significant impact on client success. Join a collaborative, tight-knit team committed to transforming mental health care through innovative solutions. - Build strong, consultative relationships with employer clients to become a trusted partner and advisor. - Manage enrollment marketing and campaign planning efforts to generate awareness of programs. - Prepare reporting and lead client meetings, annual reviews, ensuring client satisfaction. - Troubleshoot client requests and think strategically about solutions. - Take responsibility for up-sell opportunities and contract renewals. - Become a product expert and internal champion for clients' needs. - Analyze program engagement and outcome metrics to demonstrate value. Qualifications - Minimum of 4+ years of enterprise account management experience. - Strong interpersonal aptitude and ability to coordinate cross-functionally. - Proactive in influencing key stakeholders and driving decisions. - Strong executive presence and effective communication with senior leaders. - Attention to detail and ownership of accounts' success. - Clear communication skills and team collaboration. - Proficient in creating presentations and analyzing data. - Interest in healthcare, healthtech, and mental health preferred. - Curiosity, humility, proactivity, patience, and drive. Requirements - Generous vacation policy and flexible working arrangements. - Professional development fund. - Competitive salary packages including stock options. - Supportive and culturally diverse team environment. Benefits - We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. - Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. - The final decision and next steps (interviews, assessments) are managed by their internal team.

• Own renewals and expansion end-to-end across your portfolio, with full accountability for Net Revenue Retention • Drive retention by proactively identifying risk, influencing adoption, and leading renewal strategy • Confidently lead upsell and expansion conversations, shaping opportunities, building business cases, and closing incremental revenue • Build strong multi-stakeholder relationships across accounts, ensuring high customer sentiment, advocacy, and long-term value • Support customers through complex technical challenges, including managing escalations and staying close to day-to-day product issues in partnership with Support and Product • Use on-site visits strategically to unblock risk, deepen relationships, and secure renewals or expansion when it counts • Partner with customers to define success metrics and create tailored success plans aligned to their business goals • Act as the voice of the customer internally, feeding insights into Product, Engineering, Sales, and Support • Track and analyze customer health signals, spotting usage, maturity, and growth-based expansion opportunities and turning insight into action • Balance strategic planning with day-to-day problem solving, staying close to customer reality

ComplyAuto is a RegTech company offering cloud-based software that helps companies enhance their compliance and security capabilities while becoming more efficient and cost-effective. ComplyAuto manages and automates compliance decisions, performing tasks that would normally require manually-intensive processes and human intelligence. ComplyAuto began as a privacy compliance company for automotive dealers, but has quickly expanded into other verticals and compliance areas including cybersecurity, EHS (environmental, health, and safety), and legal compliance. If you're a motivated Client Success Manager who is eager to contribute to a variety of projects while enjoying an array of exceptional benefits, we are excited to review your application! Salary Range: Base salary range of $65,000-$72,000 with potential bonuses. Travel: This position also requires travel up to 20%, providing the opportunity to engage directly with clients and partners outside the employee's home office. Hours will vary on traveling days based on need. Travel will include driving and airfare. To assist in minimizing travel and align with client accounts, the Company is open to hiring candidates located in Mountain Standard Time or Pacific Standard Timezones. Benefits: - 401(k) $1 to $ 1 match up to 5% - Medical, dental, and vision insurance; we pay 100% of premiums for employee and family - HSA contribution for qualifying plans - Unlimited Paid time off and 11 observed holidays - Full-time remote opportunity, equipment provided Essential Duties & Responsibilities: The primary objective of a Client Success Manager (CSM) at our company is to cultivate robust and enduring relationships with our clientele, driving business enhancement and fulfilling cybersecurity and compliance requirements. Success in this role is multifaceted, encompassing Client Satisfaction and Retention, Product Adoption and Expansion, Customer Education and Training, Risk Mitigation and Compliance Management, and profound Industry Knowledge. To achieve these goals, CSMs are engaged in various activities such as customer onboarding meetings, account audits, promoting new products, and consistent follow-up with customers. - Achieve high client satisfaction and retention rates. - Demonstrate the long-term value of our products. - Conduct regular check-in meetings with clients, ensuring a minimum quarterly engagement. - Identify expansion opportunities within each account by assessing client needs and matching them with ComplyAuto's full product suite. - Strategically cross-sell and upsell products to drive adoption across all ComplyAuto platforms and services. - Aim for a 95% retention rate and a 9/10 satisfaction rate on biannual customer surveys. - Maintain continuity of contact with clients onboarded to prevent loss of connection. - Travel to clients for in-person meetings to strengthen relationships and address their needs effectively. - Motivate clients to fully leverage the software's features and capabilities. - Collaborate with the Sales and Product teams to develop and execute tailored growth strategies for assigned accounts. - Track, measure, and report on cross-sell and upsell performance metrics to ensure steady account growth. - Guide clients towards adopting new functionalities as they become available. - Introduce new products to existing clients in line with ComplyAuto's releases. - Meet or exceed product mention goals as specified by the Client Success Director. - Facilitate customer onboarding as per the guidelines set by the Client Success Director. - Maintain an 85% average compliance score among all managed accounts. - Organize quarterly meetings for ongoing education on our product suite. - Travel to provide tailored, in-person training sessions, ensuring a deeper understanding and engagement with our product. - Support clients in mitigating cybersecurity risks and ensuring continuous compliance with relevant standards and regulations. - Proactively monitor customer account usage to identify potential vulnerabilities. - Encourage the adoption of comprehensive security solutions like Coro and Duo. - Stay informed about industry trends, emerging threats, and regulatory changes, especially those affecting car dealerships. QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bachelor's degree or associate degree in any field; 3 years of customer service experience; or any combination of education, experience, and training which provides the following knowledge, skills, and abilities: - Proven ability to build and maintain long-term mutually beneficial relationships with customers. - Demonstrated experience providing effective education, training and/or transferring product or service knowledge to end users. - Ability to work with computer software programs sufficient to effectively and efficiently provide instructions, guidance and interpretation of software program data and reports - Ability to meet regular attendance expectations and meet tight deliverables deadlines - Excellent interpersonal skills with ability to establish and maintain effective working relationships and successfully interact with people at all management and support levels, within and outside the organization. - Exceptional communication skills both written and verbal with the ability to influence stakeholders. - Proven ability to manage multiple accounts while maintaining attention to detail. - Ability to work independently and as part of a team in a fast-paced environment. - Proven ability to consistently perform duties with integrity, effectiveness, efficiency, and at the highest level of professionalism. - Demonstrated experience in Client Success or Account Management roles preferred - Ability to work effectively and efficiently remotely and travel to clients for in-person meetings to strengthen relationships and address their needs effectively. - This position requires travel up to 20%. Hours will vary on traveling days based on need. - Valid driver's license and clean motor vehicle record Applicants must be authorized to work in the United States and able to provide proof of work authorization within three days of start date. We are unable to sponsor or take over sponsorship of employment visas at this time. This is a fully remote opportunity, but candidates must reside within the Continental United States. Please note that we are not accepting applications from candidates residing in California, Hawaii, and Alaska for this position. ComplyAuto is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, age, religion, sexual orientation, national origin, disability, gender identity, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state, or local laws. ComplyAuto is an equal opportunity employer. We participate in the E-Verify program. Background check required.