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

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.

$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,…