Client Success Manager – 3–9 User SaaS (Hybrid Chicago)

Smokeball - Legal Software; 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

Medical,dental,vision coverage

401(k) match

Monthly wellness stipend

Parental leave

Office lunch & snacks

Swag

Job summary

Smokeball, a leading legal software company, seeks a Customer Success professional to join our Account Management team in Chicago. You will nurture relationships, drive value, and focus on renewals and upsells for 3–9 user law firms.

The role is hybrid, with in-office Wednesdays and Thursdays. You will work to become a trusted advisor, helping firms maximize Smokeball and achieve desired outcomes while collaborating with a team that values energy and a positive culture.

Qualifications

• 3 years of experience in Customer Success, Account Management, or Sales roles in SaaS/LegalTech or Business Development within 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.
• Knowledge of law firms and the legal world is a plus.
• Experience using Salesforce and ChurnZero preferred.
• Strong business acumen.
• Time management and organization.

Responsibilities

• 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.
• Identify opportunities to deliver even more value to clients through upsells and expansion efforts.
• Work to become a trusted advisor to clients and ensure that clients are achieving their desired outcomes from the product and service.
• Strategize with key users on how to best utilize Smokeball to accomplish specific goals.
• Work with your book of business to create advocates.
• Respond to client inquiries and direct them to the resources they need.
• Manage and mitigate risks in your book of business.
• Negotiate renewals with a focus on renewing long‑term contract options.
• Possible travel to meet local clients in person and show them some TLC.

Skills

Relationship building

Negotiation

Interpersonal skills

Communication

Salesforce

ChurnZero

Business acumen

Time management

Tools

Salesforce

ChurnZero

Job description

Smokeball, a leading legal software company, seeks a Customer Success professional to join our Account Management team in Chicago. You will nurture relationships, drive value, and focus on renewals and upsells for 3–9 user law firms.

The role is hybrid, with in-office Wednesdays and Thursdays. You will work to become a trusted advisor, helping firms maximize Smokeball and achieve desired outcomes while collaborating with a team that values energy and a positive culture.