Vice President of Customer Success

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 powering people-law. Our legal practice management software lightens the administrative burden, so legal professionals have more time for the people who need them most.

With offices across Australia, the US, and the UK, we're united by a clear purpose and that purpose has shaped a culture worth being part of. This year, Wrk+ recognized us as one of the USA's Best Places to Work, and we've been certified a "Great Place to Work" again.

The Role

The VP of Customer Success owns everything that happens between “the client signs the contract” and “the client is up and running, confident, and getting real value from Smokeball.”

You’ll bring Onboarding, Migrations, Training, and Support together as one connected function, with end-to-end accountability for how quickly and successfully new clients get live and how well we support them throughout their Smokeball journey.

This is a big leadership role with a big opportunity to make an impact. You’ll be responsible for building the teams, processes, and experiences that set clients up for long-term success, adoption, and retention.

In short: you’ll help make sure clients don’t just get Smokeball, they love using it.

What You’ll Do

Onboarding & Implementation

• Own the end-to-end onboarding and implementation strategy, from contract signature through go-live.
• Build a scalable, flexible onboarding experience across firm sizes, practice areas, and product complexity.
• Own key onboarding metrics including time-to-value, time-to-go-live, CSAT/NPS, and early product adoption.
• Continuously identify and remove friction across the client journey.

Client Migrations

• Lead the end-to-end data migration strategy, ensuring data is accurate, secure, and migrated with minimal disruption.
• Set standards for data quality, validation, testing, and risk management.
• Partner with our Migrations Development team to drive automation, scalability, and self-service.

Training & Enablement

• Own the strategy for client training across live onboarding, webinars, self-service content, and future academy/certification programs.
• Use adoption and proficiency data to continuously improve training and drive product adoption.

Support

• Lead the performance of our Support function across Smokeball and our standalone products.
• Own SLAs, response and resolution times, and client satisfaction.
• Build strong escalation and feedback loops across Support, Product, and Engineering.
• Use support trends to identify and address systematic product and process issues.
• Lead and develop a multi-layered team of managers and individual contributors across Onboarding, Migrations, Training, and Support.
• Build a strong leadership bench with clear accountability and autonomy.
• Own headcount planning, career development, and performance management.

Cross-Functional Leadership

• Partner closely with Client Success, Sales, Product, and Engineering to create a seamless client experience.
• Bring the voice of new and actively supported clients into product and business decisions.
• Use client insights and operational data to influence product priorities and continuously improve how we work.

What You’ll Bring

• 8+ years in SaaS, across client onboarding, implementation, training, and/or support leadership.
• 5+ years of people leadership, including managing managers.
• Experience in legal tech or another complex/regulated SaaS environment.
• Experience leading technical data migrations at scale.
• A track record of building scalable client operations and using data to drive measurable improvements.
• Strong cross-functional leadership skills and the ability to influence Product and Engineering at a senior level.
• A genuine builder’s mindset, someone who sees an opportunity to improve the way things work and makes it happen.

What's in it for you?

Work-Life Balance: 20 vacation days, 3 reboot days, birthday off, volunteer time, and more!

Benefits: Excellent medical, dental, vision coverage. 401(k) match, & monthly wellness stipend

Office lunch and loads of snacks

And of course...the SWAG!

Want to Know More?

Why do we do what we do? Where did the name ‘Smokeball’ come from? What are our values? Learn more here!

Smokeball values diversity & inclusion and is proud to be an Equal Employment Opportunity employer. Smokeball considers all individuals seeking employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.

If you're excited about this role, we encourage you to apply even if your experience doesn't check every box.