About Smokeball

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? 

1. 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.
2. 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.
3. 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.

Our working model 

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

We are looking for a strategic and people-focused Manager, Client Success - Client Onboarding to lead our onboarding team and ensure a world-class experience for new clients. In this leadership role, you will be responsible for building, scaling, and optimizing the onboarding function to accelerate time-to-value, drive product adoption, and set the foundation for long-term client success. 

A Typical Day Involves

• Lead and manage a team of onboarding consultants, and implementation specialists. 
• Design and continuously improve the onboarding framework, processes, and playbooks to support clients across segments (Strategic, SMB, and Scaled). 
• Collaborate with the broader US team to deeply understand customer pain points and advocate for clients by surfacing insights, product issues and enhancements to improve the client experience and drive further product adoption. 
• Monitor onboarding KPIs (e.g., time-to-value, onboarding satisfaction, churn during onboarding) and implement strategies to improve performance. 
• Ensure the team delivers consistent, high-quality onboarding experiences tailored to client needs and product complexity. 
• Coach and develop team members through regular feedback, performance reviews, and career development planning. 
• Design, implement and refine systems, processes and playbooks throughout the client onboarding lifecycle to elevate the client experience while driving efficiencies that reduce the cost to serve. 
• Serve as an escalation point for high-impact or at-risk onboarding engagements. 
• Oversee the management of portfolios from Onboarding Specialists, coaching your team to drive increases in usage, adoption, retention, and upsell/expansion on the Smokeball product. 

What You Bring

Qualifications:

• 5+ years of experience in client onboarding, implementation, or client success, with at least 2 years in a people management role.
• Proven track record of leading onboarding teams in a B2B SaaS environment. 
• Strong project management and process optimization skills. 
• Excellent leadership, communication, and stakeholder management abilities. 
• Experience working with CRM and CS platforms (e.g., Salesforce, ChurnZero, Gainsight). 
• Ability to thrive in a fast-paced, high-growth environment. 

Preferred: 

• Experience onboarding complex, multi-stakeholder SaaS products. 
• Familiarity with technical concepts such as integrations and data migration. 
• Background in client training or professional services. 
• Excellence in change management concepts and execution (both internal and client facing) 

Meet Some Teammates   

Your Manager
Krista Lugo: 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.

Direct Report

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: 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.

1. Caring is not optional 
2. Make it happen 
3. Deliver legendary service 
4. Innovate for the client, not the press release 
5. Be frank 
6. 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 

The pay range for this role is:

$100,000 - 115,000 base salary