Account Manager

Smokeball; Chicago (IL); Hybrid; USD 74,000 - 78,000; Full time

Benefits offered by this job

20 vacation days

3 reboot days

Birthday off

Volunteer time

401(k) match

Monthly wellness stipend

Office snacks

Job summary

Smokeball is hiring a Customer Success professional to join our Account Management team in Chicago. You will nurture client relationships, help firms maximize Smokeball, and drive renewals and expansion while delivering legendary service.

The role is hybrid, with in-office days in Chicago, and requires 3+ years in CS/AM or SaaS, strong negotiation and communication skills, and knowledge of law firms is a plus. You’ll support mid-sized firms across our 3–9 user segment.

Qualifications

• Up to 3 years in Customer Success, Account Management, or SaaS roles.
• Ability to create relationships and gain trust with clients.
• Strong negotiation skills and comfortable handling challenging conversations.
• Excellent written and verbal communication skills.
• Knowledge of law firms or legal world is a plus.

Responsibilities

• Monitor client health and drive usage and value of Smokeball.
• Put client needs first and act as trusted advisor.
• Identify opportunities for upsells and expansion.
• Ensure clients achieve desired outcomes from the product and service.
• Strategize with key users to maximize Smokeball usage.
• Manage book of business and mitigate risks.
• Negotiate renewals and renew long-term options.
• Travel to meet local clients when needed.

Skills

Relationship building

Negotiation

Communication

Time management

Tools

Salesforce

ChurnZero

Job description

We're the 2026 #1 Best Place to Work in Australia. 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. We're passionate about what we do, and our clients know it! We're also certified as a Great Place to Work. Culture plays a big part in our success, and our clear purpose and vision motivate us daily.

The Role

Love customers? Love a good relationship? You might be our kind of person!

We’re looking for an experienced Customer Success professional to join our Account Management team and become a trusted partner to our clients. You’ll build and nurture relationships, help firms get the most out of Smokeball, and play a key role in driving renewals, upsells, and account growth.

We’re big believers that great customer experiences start with a customer-first mindset and great teams are built by people who bring energy, collaboration, and a little fun to the room. We’re looking for someone who will not only champion our clients but also be a supportive, positive force for their teammates.

Our Account Management team is segmented by user size, allowing us to deliver legendary service tailored to the unique needs of each firm.

This role will look after our 3–9 user client segment, helping smaller firms thrive and get even more value from Smokeball.

This is a hybrid role based in our office in Chicago, IL. All Chicagoland employeesarerequired tobein the office on Wednesdays and Thursdays.

A Typical Day Involves

• Monitor the health of your clients; look for ways to increase both their usage of Smokeball and the value of Smokeball to their firm
• Put the client’s needs at the forefront of all you do
• Identifyopportunities to deliver even more value to clients through upsells and expansionefforts
• Work to become a trusted advisor to clientsand ensure that clients are achieving their desired outcomes from the product andservice
• Strategizewith key users on how to bestutilizeSmokeball toaccomplishspecificgoals
• Work with your book of business to create advocates
• Respond to client inquiries and direct them to the resources theyneed
• Manageand mitigaterisks in your book ofbusiness
• Negotiate renewals with a focus on renewing long-term contract options
• Possible travel to meet local clients in person and show them some TLC

What You Bring

• Up to 3 years of experience in Customer Success, Account Management, or Sales roles in a SaaS/LegalTech organization OR Business Development within in a law firm
• Ability to create relationships with clients and gain trust
• Strong negotiation skills and the ability to own challenging conversations
• Genuine desire to interact and connect with clients
• Excellent written and verbal communication skills, both internal and external
• Knowledge of law firms and the legal world a huge plus
• Experience using Salesforce and ChurnZero preferred
• Strong business acumen
• Time management, organization

Compensation

The pay range for this role is:
$74,000 - 78,000 per year (Expected OTE is $120k)

What's in it for you?

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

Office lunch and loads of snacks

And of course...the SWAG!

Want to Know More?

Why do we do what we do? Where did the name ‘Smokeball’ come from? What are our values? Learn more here !

*Smokeball values diversity & inclusion and is proud to be an Equal Employment Opportunity employer. Smokeball considers all individuals seeking employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.