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Patlytics is an AI-powered patent intelligence platform serving IP law firms and in-house patent teams across the full patent lifecycle: invention disclosure, drafting, prosecution, portfolio analysis, and infringement/litigation work.
As Customer Success Manager, you will own a portfolio of law firm and corporate IP customer accounts, serving as their trusted advisor from onboarding through renewal. You will drive adoption across practice groups, demonstrate measurable value to partners and IP leaders, and translate customer feedback into actionable insights for the Product and Engineering teams.
Key responsibilities include:
- Manage a book of customer accounts through onboarding, adoption tracking, health monitoring, renewals, and expansion opportunities
- Lead tailored onboarding and training sessions for attorneys, patent agents, paralegals, and innovation/knowledge management teams
- Develop success plans with clear adoption and ROI milestones; conduct regular business reviews with partners, IP counsel, and legal operations leaders
- Monitor usage and health signals to identify risk early and intervene before renewals are at risk
- Identify expansion opportunities across practice groups, offices, and use cases; partner with Sales to close deals
- Serve as the voice of the customer internally, providing structured, specific feedback to Product and Engineering to inform roadmap priorities
- Collaborate with Support and Engineering on escalations until full resolution
- Help build and scale the CS function by creating playbooks, onboarding materials, health scoring systems, and repeatable processes
The ideal candidate understands how legal teams buy, adopt, and resist new technology, and has the credibility to earn and maintain attorneys' trust.
REQUIREMENTS:
- 3+ years in Customer Success, Account Management, or Implementation at a B2B SaaS company
- Legaltech experience is required: you have worked with law firms, in-house legal teams, or both, and understand billable-hour economics, partner-driven decision-making, knowledge management and innovation teams, and confidentiality/security expectations
- Proven track record of hitting retention, adoption, and expansion goals
- Ability to present to senior attorneys and executives with credibility to hold your ground
- Strong written communication skills; emails, recaps, and success plans are clear, precise, and professional
- Highly organized with ability to manage multiple accounts simultaneously without losing detail
- 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 IP-focused software company)
- JD, patent agent registration, or technical/scientific background
- Early-stage startup experience, including helping build a CS function from scratch
- Familiarity with HubSpot or similar CRM and customer success tooling
