Building Bespoke Experiences at Scale: How Sofia Maravich Leads Client Success at Pattern

For Sofia Maravich, Director of Client Success at Pattern, creating great client experiences has never been just about solving problems. It is about designing the journey itself: understanding how every touchpoint feels from a client’s perspective, and then building the people, processes, and tools to bring that vision to life.

That mindset has shaped her career across advertising, startups, consulting, and now legal tech. And it is what drives her work at Pattern, where she helps law firms use AI to move faster, work smarter, and deliver stronger outcomes for their clients.

The Experiences That Shaped Her Approach

Early Sofia learned the value of relationships, working directly with clients to keep campaigns on track and on strategy. Later she experienced the energy of startup growth, scaling a company from a handful of people to hundreds while leading client success teams, supporting sales, and even overseeing a content studio that brought client ideas to life.

She also dug into operations, building the systems behind great client experiences, from support functions to training programs to analytics dashboards. At one point, she co-founded a consulting practice, helping companies map out client journeys and design processes to deliver them.

Each chapter added something new: the relationship-first mindset, the ability to scale, the discipline of operations, and the creativity of consulting. Together, they shaped how Sofia thinks about client success today.

Designing the Client Journey at Pattern

One of the first things Sofia did after joining Pattern was bring her favorite tool to the table: journey mapping.

“It starts by asking what experience we want clients to have at every touchpoint,” she explains. “From discovery to onboarding to the moment they recommend us to someone else, how do we want them to feel? Once you know that, you can design the processes and tools to support it.”

That approach has helped Pattern’s relationships feel highly bespoke, even while serving firms handling some of the largest and most complex litigations in the country.

A Team Built on Fresh Perspectives

The client Success group is made up of professionals who have worked in industries ranging from advertising to tech to consulting.

“Because we come in with different lenses, we bring new ideas and perspectives to the table,” she explains. “We’re not just repeating old ways of doing things. We learn the intricacies of each litigation from our litigation managers and implementation teams, and then we combine that with our own client experience expertise. That mix allows us to be both consultative and adaptable.”

The result is a team that can quickly understand new litigations, anticipate client needs, and tailor engagements in a way that feels personal and strategic.

Client Success in Legal Tech

Sofia was impressed by how consultative the work at Pattern has become. “I thought our job would be just to deliver results from the platform,” she says. “But clients often ask us strategic questions about litigations themselves—like how certain evidence might score or whether a different approach could strengthen their case. That showed me our role isn’t just operational. We’re bringing real expertise, powered by technology.”

The process starts with reviewing the litigation lens—the criteria and definitions for that case type—and tailoring it with client input. Once cases and documents are onboarded, Pattern’s platform generates structured, review-ready data. From there, the team works closely with clients as litigations evolve, updating criteria, adapting to new rulings, and ultimately carrying that integrity of data all the way through to settlement.

“It’s very collaborative,” Sofia notes. “Clients get the benefit of our tech, but also our guidance on how to best use it.”

How Clients are Thinking About AI

For Pattern’s clients, the excitement around AI is clear, but so is the focus. “The biggest question is always accuracy,” Sofia explains. “They want to know: can I trust this data? Do I still need to manually review, or can I rely on what Pattern gives me?”

Some clients want AI to handle the heavy lifting while review teams validate. Others use it as a strategic guide, pointing them toward missing information or stronger evidence. IT teams may ask technical questions about language models and system architecture, but the legal teams keep their eye on outcomes. Faster reviews, higher accuracy, and better claimant results are what matter most.

Defining Success

For Sofia, success at Pattern is always measured in two ways. First is efficiency: can firms get through their reviews faster, with less strain on their teams? Second is outcomes: did the claimants her clients represent receive the strongest possible results?

“That’s what matters most at the end of the day,” she says. “If we can help firms move faster and deliver better outcomes for the people they represent, then we’ve done our job.”

Looking Ahead

Sofia is particularly excited about what’s next for Pattern’s product. “We’re working on surfacing even more powerful summaries of claimants’ cases,” she says. “It’s like having a concise, expert-level review ready at your fingertips. That will give our clients even more clarity and confidence.”

Life Outside of Pattern

When she is not helping law firms reimagine their workflows, Sofia is learning golf, practicing yoga and Pilates, and spending time with friends and family. She has also explored practices like acupuncture and breathwork, and once even trained as a spin instructor. “I like having balance,” she says. “Something physical, something mental, something fun.”

Closing thoughts

Sofia’s story shows how client success at Pattern is about more than software adoption. It is about combining technology with a consultative, human approach, powered by a team of professionals who bring fresh perspectives from different industries. Together, they help firms not only process cases faster but also make smarter decisions that lead to better outcomes for their clients.