Customer Success Junior

Company Overview

Pattern (Nasdaq: PTRN) is a leader in accelerating brands on global ecommerce marketplaces, leveraging proprietary technology and AI. Utilizing more than 91 trillion data points, Pattern optimizes and automates all levers of ecommerce growth for global brands, including advertising, content management, logistics and fulfillment, pricing, forecasting and customer service, through products like 3P Accelerator, TikTok Shop, PXM, and ROI Hunter. Hundreds of global brands depend on Pattern's ecommerce acceleration platform every day to drive profitable revenue growth across 70+ global marketplaces, including Amazon, Walmart.com, Target.com, eBay, Tmall, TikTok Shop, JD, and Mercado Libre.

ROI Hunter is Pattern's advertising technology platform, helping brands manage product-level performance across Meta, Google, Snap, TikTok, and now OpenAI's ChatGPT. Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come build with us. We want you to use your skills to push one of the fastest-growing companies in the US to the top of the list.

Pattern has been named one of the fastest-growing tech companies headquartered in North America by Deloitte and one of the best-led companies by Inc. We place employee experience at the center of our business model and have been recognized as one of Newsweek's Global Most Loved Workplaces®.

What is a day in the life of a Customer Success Junior?

• Run bi-weekly or monthly calls with your clients, helping them actually put ROI Hunter's strategies into practice, not just review a dashboard together

• Manage renewals and spot upsell opportunities as you build out your own portfolio

• Help clients increase adoption of the platform through training sessions and day-to-day questions

• Join weekly meetings with the product team to stay current on what's shipping and why

• Collaborate with product, marketing, and finance whenever something in your accounts calls for it
  
  

What will I need to thrive in this role?

• At least 2 years of experience in digital marketing, ideally with direct client or account responsibility

• Comfortable reading performance data and turning it into a recommendation a client can act on. You don't need deep expertise across Meta, Google, and TikTok, but real hands-on exposure to at least one of them helps a lot

• Strong communication and presentation skills, and the judgment to be honest with a client about trade-offs rather than overselling what the platform can do

• Genuinely collaborative. This isn't a role for someone who prefers to solve everything solo, since you'll lean on product, marketing, and finance regularly

• Strong English language skills are a must due to the international environment we work in

• Spanish is a plus, not a requirement, given some of Pattern's Brazil-based commercial work touches Spanish-speaking clients
  
  

What does high performance look like?

• You're carrying a portfolio of 10 to 15 clients

• Your clients renew and grow their use of the platform instead of churning

• Clients stay engaged, test new solutions, and see the platform as delivering real value rather than something they're just paying for

• You're spotting upsell opportunities before a renewal conversation forces the issue, not scrambling to justify the account at the last minute

• Clients trust your read on their numbers enough to act on it, even when the honest answer isn't the exciting one

• You're building case studies highlighting success with customers

What is my potential for career growth?

• You can grow further into a Strategic or a Senior CSM taking more responsibilities and budgets

What does success look like in the first 30, 60, 90 days?

• First month: You will focus on learning the platform itself, getting hands-on rather than just watching from the sidelines. You will go through demo sessions and use them to practice applying ROI Hunter's strategies before you're doing it live in front of a client.

• Second month: You will shadow other CSMs on their day-to-day work, sitting in on their client calls, watching how they handle renewal conversations and routine questions, and getting a feel for the pace and judgment the role actually takes before you're the one carrying it.

• Third month: You will start building your own portfolio, taking over client relationships directly and running the calls yourself, putting what you picked up in the first two months into practice in real conversations rather than as an observer.

What is the team like?

• You'll report to Vitória Gomes. During your first three months you'll be paired with a buddy to help you get up to speed. This team is data driven and results oriented. You will collaborate regularly with members of your team to implement actionable solutions. Ideas and inputs are encouraged from all members.

We are looking for individuals who are:

• Game Changers: A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.

• Data Fanatics: A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.

• Partner Obsessed: An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.

• Team of Doers: Someone who is a part of a team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

• Quick quiz to gauge our mutual match

• Initial phone interview with Pattern’s talent acquisition team

• Interview with a hiring manager

• Practical assignment in the form of a homework

• Final interview with the hiring manager and our VP of CS

• An in depth conversation about your career history and experience

• Professional reference checks

• Executive review

• Offer

• Discuss professional accomplishments with specific data to quantify examples

• Provide insights on how you can add value and be the best addition to the team

• Focus on mentioning how you would be partner-obsessed at Pattern

• Share experience on any side projects related to data and analytics

Why should I work at Pattern?

Pattern offers big opportunities to make a difference in the ecommerce industry! We are a company full of talented people that evolves quickly and often. We set big goals, work tirelessly to achieve them, and we love our Pattern community. We also believe in having fun and balancing our lives, so we offer awesome benefits that include

• Meal vouchers (BRL 35/working day)

• Health insurance plan (Sul América)

• Work from home subsidy (150 EUR/quarter)

• Education budget

• 30 days of paid vacation leave per year of service, accrued gradually

• Quarterly performance bonus

• Phone plan

• Company and team events (online & offline)
  
  

Pattern is committed to creating a diverse and inclusive environment. All employment decisions are based on business needs, job requirements, and individual qualifications, without discrimination based on race, gender, age, disability, sexual orientation, or any status protected by local law.