Head of Customer Success & Onboarding

Smokeball - Legal Software; Chicago (IL); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

20 vacation days

3 reboot days

Birthday off

Volunteer time

Excellent medical/dental/vision

401(k) match

Monthly wellness stipend

Office lunch and snacks

Swag

Job summary

Smokeball is seeking a VP of Customer Success to own onboarding, migrations, training, and support across our SaaS platform. You will lead end-to-end client journeys from contract signing to go-live, ensuring rapid value delivery and high client satisfaction.

You will build scalable onboarding, data migration, and training programs, while shaping a high-performing, multi-disciplinary team across Onboarding, Migrations, Training, and Support.

Qualifications

• 8+ years in SaaS with onboarding, implementation, training and/or support leadership.
• 5+ years of people leadership, including managing managers.
• Experience in legal tech or complex regulated SaaS environments is a plus.

Responsibilities

• Own end-to-end onboarding and implementation strategy from contract to go-live.
• Lead end-to-end data migration strategy with data quality and risk management.
• Own training strategy for live onboarding, webinars, self-service content, and future programs.
• Lead the Support function, SLAs, response/resolution times, and customer satisfaction.
• Build a multi-layered leadership bench across Onboarding, Migrations, Training, and Support.

Skills

SaaS leadership

People leadership

Cross-functional leadership

Data analytics

Job description

Smokeball is seeking a VP of Customer Success to own onboarding, migrations, training, and support across our SaaS platform. You will lead end-to-end client journeys from contract signing to go-live, ensuring rapid value delivery and high client satisfaction.

You will build scalable onboarding, data migration, and training programs, while shaping a high-performing, multi-disciplinary team across Onboarding, Migrations, Training, and Support.