Digital Client Success Manager

Digital Client Success Manager (Legal Billing Specialist)

Smokeball powers people-law. Our legal practice management software lightens the administrative burden, so legal professionals can serve those who need them most. With offices in Australia, the US, and the UK, Smokeball is the leading provider of legal practice management software, helping small and mid-sized legal practices run their best firm and live their best life.

The Role

As a Digital Client Success Manager (Legal Billing Specialist), 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 engagement. 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 position based in our Chicago, IL office. All Chicagoland employees are required to be in the office on Wednesdays and Thursdays.

A Typical Day Involves

• Act as the dedicated account manager for our Boost and Bill client segments, supporting them from post-sale and stepping in when a client wants to expand beyond their initial offering.
• Support billing-related client questions (e.g. reconciliation queries), acting as a billing specialist/backup where needed.
• Review client health metrics and onboarding progress in the customer success platform (Churn Zero) 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 within the "Bill" client portfolio, 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 success platform to maintain visibility across teams and support data-driven engagement strategies
• Act as a member of the Client Training team to perform billing training for the broader Smokeball client base.

What You Bring

• 3+ years in client success, onboarding, account management, or training role in a SaaS or PLG environment
• Working knowledge of billing/trust accounting concepts (e.g. QuickBooks, legal billing), sufficient to support client billing questions
• 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
• 50% of your day will be spent responding to emails and the other 50% will be on training calls so we're looking for someone with the patience of a saint, and a genuine love for helping people!

Compensation

The pay range for this role is: $73,000 - $80,000 base

What's in it for you?

Competitive Salary

Work-Life Balance: 20 vacation days, 3 reboot days, birthday off, volunteer time, and more!

Benefits: Excellent medical, dental, vision coverage. 401(k) match, & monthly wellness stipend

Parental leave

Office lunch and loads of snacks

And of course...the SWAG!!