Head of Onboarding, Migrations & Support

Smokeball; Chicago (IL); On-site; USD 180,000 - 230,000; Full time

Job summary

Smokeball is seeking a Vice President of Implementation & Support to own the client journey from contract to live production and ongoing value realization. This leadership role unites onboarding, migrations, training, and support into one accountable function aimed at fast time-to-value and high client satisfaction.

You will build and scale teams, processes, and experiences that drive adoption, retention, and long-term success, partnering with Product, Engineering, and Sales to shape the

Qualifications

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

Responsibilities

• Own end-to-end onboarding and go-live strategy for clients across firm sizes.
• Lead data migrations with standards for quality, validation, and risk management.
• Build and scale training and enablement programs to drive product adoption.
• Oversee Support with SLAs, response/resolution times, and client satisfaction.
• Collaborate cross-functionally with Product, Engineering, Sales, and Client Success.

Skills

SaaS leadership

Onboarding leadership

Client success KPIs

Data-driven

Executive communication

Tools

CRM systems

Data migration tooling

Analytics tools

Job description

Smokeball is seeking a Vice President of Implementation & Support to own the client journey from contract to live production and ongoing value realization. This leadership role unites onboarding, migrations, training, and support into one accountable function aimed at fast time-to-value and high client satisfaction.

You will build and scale teams, processes, and experiences that drive adoption, retention, and long-term success, partnering with Product, Engineering, and Sales to shape the