Customer Success Manager

Patlytics is an AI-powered patent intelligence platform. IP law firms and in-house patent teams use us across the patent lifecycle: invention disclosure, drafting, prosecution, portfolio analysis, and infringement and litigation work. Our customers are practitioners who work to a very high standard of accuracy. Our job is to make them faster without costing them any of that precision. As a Customer Success Manager, you will own post-sale relationships with a book of law firm and corporate IP customers. You will be their trusted advisor from onboarding through renewal. You will drive adoption across practice groups, show measurable value to partners and IP leaders, and turn what customers tell you into insight our Product and Engineering teams can act on.

Responsibilities

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, tailored to each group's workflows; Build success plans with clear adoption and ROI milestones, and run regular business reviews with partners, IP counsel, and legal ops leaders; Watch usage and health signals, spot risk early, and step in before a renewal is at risk; Find expansion opportunities across practice groups, offices, and use cases, and work with Sales to close them; Act as the voice of the customer internally, bringing structured feedback to Product and Engineering and helping set roadmap priorities; Work with Support and Engineering on escalations until fully resolved; Help build the CS function by creating playbooks, onboarding materials, health scoring, and scalable processes

Requirements

3+ years in Customer Success, Account Management, or Implementation at a B2B SaaS company; Legaltech experience required, including 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, able to manage many accounts at once; Curiosity about AI and how it is changing legal work

Nice to have

Experience in IP, patent prosecution, or patent litigation, at a firm, in-house, or at an IP-focused software company; 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