Key Responsibilities

• Lead complex onboarding projects for large or high-value law firms, serving as the main point of contact from kickoff through go-live. 
• Dive deep into client workflows and business processes, uncovering inefficiencies and identifying opportunities to streamline operations using our software. 
• Design and configure product setups that align directly with each firm’s goals, ensuring the platform fits seamlessly into their day-to-day practice management. 
• Facilitate process-mapping and discovery sessions, translating client needs into actionable configuration and training plans. 
• Collaborate cross-functionally with internal teams (Sales, Product, Training, Account Management, Support) to deliver a unified client experience. 
• Proactively manage project timelines, risks, and milestones, keeping clients and stakeholders informed and confident throughout the implementation journey. 
• Champion user adoption, developing rollout strategies and change management approaches that empower clients to fully embrace new workflows. 
• Continuously refine onboarding frameworks and best practices to improve efficiency, scalability, and client outcomes. 

Required Qualifications

• 5+ years of experience in implementation management, client onboarding, or consulting within a B2B SaaS environment. Legal tech or legal background experience required but could be substituted with 8 years of implementation/client onboarding experience. 
• Proven ability to build strong client relationships, gain trust, and establish yourself as a strategic and reliable advisor. 
• Demonstrated ability to analyze business processes, identify workflow improvements, and configure software to drive efficiency and adoption. 
• Deep understanding of change management principles and the ability to guide clients through behavioral and operational transitions effectively. 
• Exceptional project management and stakeholder communication skills, with a proven record of managing multiple enterprise-level clients simultaneously. 
• Strong technical aptitude and experience working directly in software configuration, data mapping, and workflow setup. 
• Consultative mindset—able to bridge the gap between technology and business value. 
• Passion for helping clients transform their operations and achieve tangible outcomes. 
• Working knowledge of Client Success tools (ie: ChurnZero, Gainsight, Totango, etc.) 

You'll Thrive Here If You

• Love solving problems and optimizing how people work. 
• Are energized by helping clients reimagine their day-to-day workflows through smart technology and thoughtful process design. 
• Can balance strategic thinking with hands-on execution. 
• Enjoy collaborating with smart, driven teammates who are passionate about client success. 

Compensation

$135,000 - 150,000 base salary

The Team

Your Manager

Hi, I’m Margaret, the Manager of our Onboarding team here at Smokeball.  My goal is to make sure the team has everything they need to provide our clients with the best experience while going through an Onboarding.  As the manager, I meet with my team regularly to coach, discuss client issues & wins, as well as updating and upgrading our processes.  I also work collaboratively with our cross-team leaders to make sure the teams are aligned for the best client experience we can provide, especially at our handoff points.  I have lived in Chicago for the past 15 years, and I love the foodie scene and that we get to experience all the seasons (midwest is best!).

Teammate

Trey Scott: Hi, I'm Trey! and I'm part of the Onboarding Team at Smokeball. We're a close-knit team of dedicated, passionate client success professionals that encourage and support each other as we work toward our goal of providing exceptional client experiences. As an Onboarding Specialist I get to guide clients as they first start out with Smokeball, help them to maximize their usage and see their productivity increase as they do. The most rewarding part about being an Onboarding Specialist is when you can take an over-worked, under-billed law firm, and watch the stress fall off as Smokeball helps them get more time back in the day while billing far more than before! I am from Wenatchee, Washington and when I'm not working, you'll likely find me hiking at one of our many trails, at a local hot spot restaurant, or in my kitchen trying my hand at cooking the latest food fad.

Life at Smokeball

• Great Culture: We’ve been named a 'Best Place to Work' five years in a row. For us, caring is not optional and we have an ongoing commitment to building a workplace where our people feel valued and collaboration flourishes.
• Work-Life Balance: 20 vacation days, 7 sick days, 3 reboot days, 11 paid holidays, birthday off, volunteer time, and more! 
• Career Growth: Smokeball believes in investing in our own people and promoting from within. Our own President started at Smokeball as an Account Manager!
• Benefits: Excellent medical, dental, and vision coverage. 401(k) match, monthly wellness stipend, generous parental leave.
• The Office: The kitchen is stocked with breakfast items, snacks, and beverages, and we have plenty of games to help you relax (ping-pong, billiards, pinball). We also offer weekly catered lunch and free monthly massages provided by a licensed massage therapist! 

Want to Know More?

Why do we do what we do? Where did the name ‘Smokeball’ come from? What are our values? Learn more here!

Smokeball values diversity & inclusion and is proud to be an Equal Employment Opportunity employer. Smokeball considers all individuals seeking employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.

If you’re excited about this role, we encourage you to apply even if your experience doesn’t check every box.