Digital Client Success Manager

Join to apply for the Digital Client Success Manager role at Smokeball - Legal Software Join to apply for the Digital Client Success Manager role at Smokeball - Legal Software Smokeball - Legal Software provided pay range This range is provided by Smokeball - Legal Software. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $70,000.00/yr - $85,000.00/yr Who we are Smokeball helps law firms bill more without their clients paying more. Intriguing, right? We were founded by technology leaders with more than 20 years of experience in delivering impactful legal technology products. Our leadership continually strives to develop a company, culture, and team that share a profound love for the law and is compelled to help small law firms find success. Our mission isn’t simple, but it is straightforward: help small law firms be successful businesses so that they can better serve our communities. What makes us special? Culture is sacred. As a 'Best Places to Work' winner four years in a row, we believe company culture is the single most important ingredient to our success. At the end of the day, it is all about our people. The best product in Legal Tech. We think deeply about the challenges small law firms face. We do not bother with simply delivering a “faster horse,” we drive innovations that truly enhance the lives and businesses of our clients. Check out our ratings on G2, Capterra, and Google. Industry Opportunity. The Legal Tech industry is estimated to be worth around $15bn and is growing every year. Smokeball is growing right along with it, and we like to take our people with us. At Smokeball, we believe there is nothing more powerful than a community of people coming together to work on a product that they, and our clients, love. When it comes to working as a community, we see the value in both coming together and allowing our “Smokeballers” the flexibility that remote work offers. All Chicago employees are in the office on Wednesdays and Thursdays. While our office is open 5 days a week, we allow you to choose what works best for you on Monday, Tuesday, and Friday. Our office is in the heart of the Loop within 10 minutes of the Metra and all “EL” trains. And, we have lots (and lots) of snacks. The Role As a Digital Client Success Manager (CSM) , you will play a pivotal role in supporting the success and satisfaction of our rapidly growing client base. In this role, you will act as the Client Success partner, collaborating closely with your cross-functional team to enhance and scale a product-led approach to onboarding, adoption, training, and long-term This is a hands-on, client-facing role where you'll work closely with sales and product teams to ensure our clients realize maximum value from our platform. You’ll help shape how we scale our customer engagement model as we grow. This is a hybrid role with our office being in Chicago, IL. A Typical Day Involves Review client health metrics and onboarding progress in the CRM or customer success platform to identify accounts that may need strategic intervention or proactive outreach. Host onboarding calls or product walkthroughs with new client segments to optimize product-led onboarding journeys, identifying friction points, and coordinating with Product teams to improve self-serve experiences. Deliver virtual training sessions (1:1 or group) tailored to a specific client’s use case, often using real-time product demos or walkthroughs. Respond to escalated client questions or training needs that fall outside the scope of standard support or self-serve resources. Conduct strategic check-ins with clients to review product usage trends, uncover blockers, and align on business goals focusing on value realization and expansion readiness. Collaborate with Sales on expansion opportunities, providing insights into usage patterns or identifying advocates for upsell. Partner with the Product team to relay aggregated client feedback, identify usability gaps, and advocate for improvements that enhance the product-led experience. Contribute to scalable enablement content, such as updating help center articles, onboarding flows, or video scripts, ensuring alignment with the latest product updates. Log key client interactions and insights in the CRM or success platform to maintain visibility across teams and support data-driven engagement strategies What You Bring 2+ years in client success, onboarding, account management, or training role in a SaaS or PLG environment Proven success managing customer relationships, product adoption, and training initiatives Strong presentation and facilitation skills across live, recorded, and self-paced mediums Experience working with tools like Salesforce, ChurnZero, Intercom, HubSpot, or equivalents Project management capability to coordinate multiple onboarding/training streams simultaneously Ability to interpret client data (e.g., usage metrics, churn signals) and take action Your manager is Krista , Hey there! I’m the VP of Client Success. Client Success and SaaS business scaling is my passion. I enjoy working at Smokeball because the company is experiencing explosive growth and we have a tremendous opportunity ahead of us. Smokeball has an amazing team, and I learn something new from them every day. We are extremely client focused and invest heavily in their success as well as our team members’ – we know that the two are directly connected. I live in Frisco, TX and I love spending time with my family – my husband David, our daughter Olivia and our two fur babies Maggie and Buddy. Life at Smokeball Great Culture: Named 2024'S 10th Best Place to Work in the Technology Industry nationwide! Work-Life Balance: 20 vacation days, 7 sick days, 3 reboot days, 10 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 coverage, 401(k) match, monthly wellness stipend, generous parental leave Transparency: We keep employees in the loop through monthly global huddles and local standups where we discuss company goals, updates, new hire introductions, etc. 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, board games, video games). We also offer free monthly massages provided by a licensed massage therapist! Fun Events: In-person happy hours, virtual game nights, family-friendly events, and so much more Convenient Transit: We’re located in the heart of downtown Chicago, in walking distance from all major modes of transportation The Values We Live By Creating and fostering a great culture is just as important as providing a great product. At Smokeball, we don’t have Core Values for show, we live and breathe them every day. Caring is not optional Make it happen Deliver legendary service Innovate for the client, not the press release Keep listening, keep learning These values inform every strategic decision we make and guide our behavior with every person we meet. When we are bringing new team members into the Smokeball Family, we look for compassion, drive, keen judgement, varied perspectives, and no egos. More, more, more! Why do we do what we do? Where did the name ‘Smokeball’ come from? How do we give back? Learn more here. * Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. No one ever meets 100% of the qualifications! We encourage anyone who is interested to apply based on the responsibilities and requirements outlined. You may be the culture add that we are seeking! We look forward to your application.* Smokeball is an equal opportunity employer and committed to providing an open, welcoming environment for everyone Seniority level Seniority level Not Applicable Employment type Employment type Full-time Job function Job function Customer Service Industries Software Development Referrals increase your chances of interviewing at Smokeball - Legal Software by 2x Inferred from the description for this job Medical insurance Vision insurance 401(k) Paid maternity leave Paid paternity leave Get notified about new Customer Success Manager jobs in Chicago, IL . 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