SaaS Client Success Manager - Billing & Onboarding

Smokeball - Legal Software; Chicago (IL); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Vacation days

Birthday off

Medical, dental, vision insurance

401(k) match

Wellness stipend

Office snacks

Job summary

Smokeball is seeking a Digital Client Success Manager (Billing Specialist) in Chicago to own onboarding, adoption, training, and ongoing client engagement for a rapidly growing client base. You will collaborate with sales, product, and client success teams to scale a product-led onboarding and expansion model.

In this hands-on, client-facing role, you will support billing questions, review client health metrics, and deliver virtual training sessions to enhance value realization and long-term

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), sufficient to support client billing questions.
• 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 our Boost and Bill client segments, supporting them from post-sale and stepping in when a client wants to expand beyond their initial offering.
• Support billing-related client questions (e.g. reconciliation queries), acting as a billing specialist/backup where needed.
• Review client health metrics and onboarding progress in the customer success platform to identify accounts that may need strategic intervention or proactive outreach.
• Host onboarding calls or product walkthroughs with new client segments to optimize product-led onboarding journeys.

Skills

Billing knowledge

Relationship management

Training delivery

Presentation skills

Product adoption

Cross-functional collaboration

Data interpretation

Email communication

Tools

Salesforce

ChurnZero

Intercom

HubSpot

Job description

Smokeball is seeking a Digital Client Success Manager (Billing Specialist) in Chicago to own onboarding, adoption, training, and ongoing client engagement for a rapidly growing client base. You will collaborate with sales, product, and client success teams to scale a product-led onboarding and expansion model.

In this hands-on, client-facing role, you will support billing questions, review client health metrics, and deliver virtual training sessions to enhance value realization and long-term