VP, Client Onboarding, Migrations & Support

Smokeball, Inc.; Chicago (IL); On-site; USD 180,000 - 240,000; Full time

Job summary

Smokeball, Inc. seeks a VP of Implementation & Support to own onboarding, migrations, training, and support from contract to live value delivery. You will build scalable programs and teams that ensure fast time-to-value, high CSAT, and durable client adoption.

You will lead cross-functional efforts with Product, Engineering, Sales, and Client Success to deliver a seamless Smokeball journey and measurable KPI improvements. This is a senior leadership role with broad impact across the organization.

Qualifications

• 8+ years’ experience in SaaS across client onboarding, implementation, training, and/or support leadership.
• 5+ years of people leadership experience, including managing managers.
• Experience in legal tech or another complex, regulated, or compliance-sensitive SaaS environment.
• Proven experience leading technical data migrations at scale.
• Experience building or significantly scaling client training or enablement programs.
• Strong track record of owning KPIs/SLAs and using data to drive measurable improvements.
• Experience partnering with Product and Engineering leadership to influence roadmap and priorities.

Responsibilities

• Own the end-to-end onboarding and implementation strategy from contract signature through go-live.
• Lead data migrations with standards for quality, validation, testing, and risk management.
• Own training and enablement strategies across live onboarding, webinars, and self-service content.
• Lead and develop a multi-layered team across Onboarding, Migrations, Training, and Support.
• Partner with cross-functional teams to ensure seamless client experiences and data-driven product improvements.

Skills

SaaS leadership

Client onboarding

Implementation

Training management

Support leadership

Data migrations

Job description

Smokeball, Inc. seeks a VP of Implementation & Support to own onboarding, migrations, training, and support from contract to live value delivery. You will build scalable programs and teams that ensure fast time-to-value, high CSAT, and durable client adoption.

You will lead cross-functional efforts with Product, Engineering, Sales, and Client Success to deliver a seamless Smokeball journey and measurable KPI improvements. This is a senior leadership role with broad impact across the organization.