Hybrid Digital Client Success Manager - Legal Billing

Smokeball, Inc.; Chicago (IL); Hybrid; USD 73,000 - 80,000; Full time

Benefits offered by this job

Vacation days

Reboot days

Birthday off

Volunteer time

Office snacks

SWAG

Job summary

Smokeball is seeking a Digital Client Success Manager (Legal Billing Specialist) in Chicago to lead onboarding, training, and ongoing client engagement for a product-led customer experience. You’ll serve as the Client Success partner, aligning with Sales and Product to drive value realization and expansion.

The role is hands-on and client-facing, requiring collaboration with cross-functional teams and a strong focus on adoption, billing support, and scalable enablement.

Qualifications

• 3+ years in client success, onboarding, account management, or training role in a SaaS or PLG environment.
• Working knowledge of billing/trust accounting concepts (e.g. QuickBooks, legal billing).
• Proven success managing customer relationships, product adoption, and training initiatives.
• Strong presentation and facilitation skills across live, recorded, and self-paced mediums.

Responsibilities

• Act as the dedicated account manager for Boost and Bill client segments, supporting post-sale expansion.
• Support billing-related client questions and act as a billing specialist backup when needed.
• Review client health metrics and onboarding progress to identify accounts needing intervention.
• Host onboarding calls or product walkthroughs to optimize product-led onboarding.
• Deliver virtual training sessions (1:1 or group) tailored to client use cases.
• Respond to escalated client questions or training needs beyond standard resources.
• Conduct strategic check-ins to review product usage trends and align on business goals.
• Collaborate with Sales on expansion opportunities within the Bill portfolio.
• Partner with Product to relay client feedback and advocate for improvements.
• Contribute to scalable enablement content and update help center articles.
• Log key client interactions in success platform to support data-driven engagement.
• Act as a member of Client Training team to perform billing training.

Skills

Client success

Billing knowledge

Relationship management

Presentation skills

Project management

Data interpretation

Communication

Salesforce

Tools

Salesforce

ChurnZero

Intercom

HubSpot

Job description

Smokeball is seeking a Digital Client Success Manager (Legal Billing Specialist) in Chicago to lead onboarding, training, and ongoing client engagement for a product-led customer experience. You’ll serve as the Client Success partner, aligning with Sales and Product to drive value realization and expansion.

The role is hands-on and client-facing, requiring collaboration with cross-functional teams and a strong focus on adoption, billing support, and scalable enablement.