Senior Implementation Manager Charleston, SC Remote

Job Title: Senior Implementation Manager

Reports to: Director of Customer Success
Organization: Customer Success

Job Summary:

This role serves as the primary post‑sales point of contact for customers and leads the implementation process across internal and external teams. The Implementation Manager guides new customers through a structured, consultative onboarding experience, managing the handoff from Sales and ensuring firms are fully educated on Case Status products and services.

The Senior Implementation Manager owns the end‑to‑end implementation process, including system setup, configuration, and activation for newly launching firms, and manages the project through a successful transition to Client Success. The role works closely with Sales and Customer Success Managers to support a seamless customer lifecycle, advocating for customer needs and solutions that drive adoption and retention. As the liaison from post‑sale through onboarding, this role ensures alignment, accountability, and a strong foundation for long‑term customer success.

Responsibilities:

• Lead implementations, including oversight of the project plan, stakeholder management and timeline
• Serve as expert consultant regarding product set‑up/configuration, functionality, and best practices
• Conduct discovery sessions with new customers, in particular engaging the firms’ Case Status key users and decision makers.
• Demonstrate strong consultative and advisory skills to drive confident buyers and product stickiness
• Develop implementation project plans and maintain documentation and timeline of implementation projects and customer sentiment along the way
• Utilize rolling implementation metrics to improve processes and tweak touch points to drive results
• Deliver prescriptive and consultative product sessions for internal firm project owners, setting the scene for a smooth transition for all users to receive full functionality training once transferred to the Software Trainer
• Serve as liaison to Sales, Software Trainers, and Account Managers, cascading information regarding implementation projects as applicable including scoping and planning for enterprise customers
• Develop and maintain systematic communication of product feedback and requests with the Product team
• Maintain consistent and competent usage of internal tools to run the business effectively (CRM, Data tools, project management tools, etc.)

Qualifications:

• 4+ years’ experience in a project management or implementation type role, preferably in the technology world
• Detailed product functionality knowledge
• Outstanding verbal and written communication skills, with demonstrated executive presence
• Strong organizational skills, including ability to follow processes and needs for consulting sessions
• Strong analytical approach to determine advantageous solutions for our business and the customer
• Strong attention to detail and process

Results this role will drive:

• Engagement and buy‑in from firm decision makers and key users, positively impacting monthly recurring revenue
• Successful, cohesive firm launches which lead to engaged, confident users and product adoptions
• Streamlined onboarding processes to improve the customer experience and potential for referrals
• Trusted advisors of legal tech within our market space, driving brand awareness and recognition
• Successful business impact as measured and assessed by quarterly goals and objectives

Location:

This is an on‑site role based out of our Daniel Island, SC office. Applicants not currently located in Charleston, SC need not apply.

Why Case Status:We’re one of the fastest‑growing, venture‑backed tech startups based out of beautiful Charleston, SC, most recently ranking #50 on the Inc. 5000 list of fastest growing software companies. With a total market opportunity of almost $5B, we’ve been making big waves in the legal industry by enabling our customers to provide their clients real‑time case status communications, proprietary progress tracking, smart scheduling, custom legal NPS system and more.

We are completely transforming how law firms interact with their clients through a combination of cutting‑edge software, AI technology, innovative solutions and a bunch…