Patlytics

Customer Success Manager

• Own a portfolio of law firm and corporate IP 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 operations leaders
• Monitor usage and health signals and address renewal risks
• Identify expansion opportunities across practice groups, offices, and use cases and work with Sales to close them
• Bring structured customer feedback to Product and Engineering and help set roadmap priorities
• Work with Support and Engineering on escalations through resolution
• Create CS playbooks, onboarding materials, health scoring, and scalable processes
• Serve as a trusted advisor from onboarding through renewal