Pattern
Overview
Are you obsessed with data, partner success, taking action, and changing the game? Pattern is looking for a Customer Success Manager in Lehi, UT. This full-time, hybrid role focuses on enterprise software, onboarding, project planning, and account management to deliver value from Pattern’s digital asset management and product content syndication platform. You will work closely with Sales and Product teams in a positive, can-do environment. Pattern accelerates brands on global ecommerce marketplaces leveraging proprietary technology and AI. We use data-driven models to optimize ecommerce growth across advertising, content, logistics and fulfillment, pricing, forecasting and customer service across 60+ global marketplaces including Amazon, Walmart.com, Target.com, eBay, Tmall, TikTok Shop, JD, and Mercado Libre. For more information, visit pattern.com or email press@pattern.com. Pattern has been recognized as a fast-growing tech company and one of the best-led companies, with a focus on employee experience and as one of Newsweek’s Global Most Loved Workplaces®. Responsibilities
Help marketers at world-class brands succeed in using our solution to drive business growth. Plan and onboard customers with foundations for long-term value. Educate customers on the effective use of technical features in the software. Expand revenue and offerings in existing accounts (upsell where appropriate). Bridge transitions when key admins depart customers by introducing and re-selling the offering to new users. Oversee client relationships and deliver exceptional experiences through communication, problem solving and follow-up. Improve processes to measure and track success indicators, metrics, and NPS. Develop meaningful relationships with executives and stakeholders across your book. Occasionally meet key customers in person for training, success evaluations, and/or lunches. Qualifications
Bachelor’s Degree from an accredited university. Ability to demonstrate leadership in customer success and retention strategies. 1–2 years of experience in Customer Success, Strategic Account Management, or Professional Services. Knowledge of relevant marketing technology and emerging ecommerce trends. Strong interpersonal, business, and technical acumen. Understanding of value drivers in SaaS recurring revenue models. Proven success in achieving KPIs, OKRs, financial targets, and retention metrics. Ability to develop a deep understanding of a complex SaaS product. Excellent presentations, meeting facilitation, and written communications. Passion for AI, data, analytics, and process with the ability to dive into data. Experience navigating customer needs and escalations smoothly. Experience with complex data integrations and mapping. Familiarity with CMS, Shopify, and/or other ecommerce marketplaces. What does high performance look like?
Drives measurable success by aligning customer objectives with strategic goals and delivering quantifiable outcomes. Maximizes retention and growth through high gross retention and expansion revenue. Cultivates executive alignment with sponsors (Director/VP+) in most accounts. Accelerates onboarding value with best-in-class Time-to-First-Value and high CSAT. Influences product strategy with data-driven recommendations to improve the roadmap and services. 30-60-90 days
First 30 Days: Immersion & Shadowing Immerse in the product and customer success workflow, join customer calls, receive training from an existing CSM, and begin daily platform experimentation. Prepare to take over your own accounts with support as needed. 60 Days: Leading & Building Expertise Become the primary contact for assigned accounts, manage onboarding and success metrics with increasing autonomy, complete product training, and troubleshoot most issues. 90 Days and Beyond: Full Autonomy & Team Building Operate as a fully independent CSM, onboard new customers with support, and contribute to team growth and process improvements. Team and culture
Mentored by a Director of Customer Success and other CSMs; collaborate with product and technical teams to implement actionable solutions. Culture emphasizes being game changers, data fanatics, partner-obsessed, and a team of doers. Hiring process
Initial phone interview with Pattern’s talent acquisition team Video interview with a hiring manager Take-home assessment and onsite presentation with a panel of CSMs Final interview with another team member Professional reference checks, executive review, and offer Standout applicants
Be ready to discuss professional accomplishments with data. Explain how you can add value and be partner-obsessed at Pattern. Mention data and analytics side projects if relevant. Why work at Pattern?
Pattern offers opportunities to influence the ecommerce industry, a fast-paced environment, and strong benefits: Unlimited PTO Paid holidays Onsite fitness center Company-paid life insurance Casual dress code Competitive pay Health, Vision, and Dental Insurance 401(k) match: Pattern matches 100% of the first 3% and 50% of the next 2% of eligible compensation deferred Pattern provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type. This includes all protected characteristics under federal, state, or local laws.
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Are you obsessed with data, partner success, taking action, and changing the game? Pattern is looking for a Customer Success Manager in Lehi, UT. This full-time, hybrid role focuses on enterprise software, onboarding, project planning, and account management to deliver value from Pattern’s digital asset management and product content syndication platform. You will work closely with Sales and Product teams in a positive, can-do environment. Pattern accelerates brands on global ecommerce marketplaces leveraging proprietary technology and AI. We use data-driven models to optimize ecommerce growth across advertising, content, logistics and fulfillment, pricing, forecasting and customer service across 60+ global marketplaces including Amazon, Walmart.com, Target.com, eBay, Tmall, TikTok Shop, JD, and Mercado Libre. For more information, visit pattern.com or email press@pattern.com. Pattern has been recognized as a fast-growing tech company and one of the best-led companies, with a focus on employee experience and as one of Newsweek’s Global Most Loved Workplaces®. Responsibilities
Help marketers at world-class brands succeed in using our solution to drive business growth. Plan and onboard customers with foundations for long-term value. Educate customers on the effective use of technical features in the software. Expand revenue and offerings in existing accounts (upsell where appropriate). Bridge transitions when key admins depart customers by introducing and re-selling the offering to new users. Oversee client relationships and deliver exceptional experiences through communication, problem solving and follow-up. Improve processes to measure and track success indicators, metrics, and NPS. Develop meaningful relationships with executives and stakeholders across your book. Occasionally meet key customers in person for training, success evaluations, and/or lunches. Qualifications
Bachelor’s Degree from an accredited university. Ability to demonstrate leadership in customer success and retention strategies. 1–2 years of experience in Customer Success, Strategic Account Management, or Professional Services. Knowledge of relevant marketing technology and emerging ecommerce trends. Strong interpersonal, business, and technical acumen. Understanding of value drivers in SaaS recurring revenue models. Proven success in achieving KPIs, OKRs, financial targets, and retention metrics. Ability to develop a deep understanding of a complex SaaS product. Excellent presentations, meeting facilitation, and written communications. Passion for AI, data, analytics, and process with the ability to dive into data. Experience navigating customer needs and escalations smoothly. Experience with complex data integrations and mapping. Familiarity with CMS, Shopify, and/or other ecommerce marketplaces. What does high performance look like?
Drives measurable success by aligning customer objectives with strategic goals and delivering quantifiable outcomes. Maximizes retention and growth through high gross retention and expansion revenue. Cultivates executive alignment with sponsors (Director/VP+) in most accounts. Accelerates onboarding value with best-in-class Time-to-First-Value and high CSAT. Influences product strategy with data-driven recommendations to improve the roadmap and services. 30-60-90 days
First 30 Days: Immersion & Shadowing Immerse in the product and customer success workflow, join customer calls, receive training from an existing CSM, and begin daily platform experimentation. Prepare to take over your own accounts with support as needed. 60 Days: Leading & Building Expertise Become the primary contact for assigned accounts, manage onboarding and success metrics with increasing autonomy, complete product training, and troubleshoot most issues. 90 Days and Beyond: Full Autonomy & Team Building Operate as a fully independent CSM, onboard new customers with support, and contribute to team growth and process improvements. Team and culture
Mentored by a Director of Customer Success and other CSMs; collaborate with product and technical teams to implement actionable solutions. Culture emphasizes being game changers, data fanatics, partner-obsessed, and a team of doers. Hiring process
Initial phone interview with Pattern’s talent acquisition team Video interview with a hiring manager Take-home assessment and onsite presentation with a panel of CSMs Final interview with another team member Professional reference checks, executive review, and offer Standout applicants
Be ready to discuss professional accomplishments with data. Explain how you can add value and be partner-obsessed at Pattern. Mention data and analytics side projects if relevant. Why work at Pattern?
Pattern offers opportunities to influence the ecommerce industry, a fast-paced environment, and strong benefits: Unlimited PTO Paid holidays Onsite fitness center Company-paid life insurance Casual dress code Competitive pay Health, Vision, and Dental Insurance 401(k) match: Pattern matches 100% of the first 3% and 50% of the next 2% of eligible compensation deferred Pattern provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type. This includes all protected characteristics under federal, state, or local laws.
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