VP of Client Onboarding, Migrations & Support

Socket.dev; Chicago (IL); On-site; USD 180,000 - 280,000; Full time

Job summary

Smokeball is seeking a VP of Implementation & Support to own the transition from contract to live success. You will unify Onboarding, Migrations, Training, and Support into one accountable function, driving adoption, retention, and customer delight across firms of all sizes.

This is a senior leadership role responsible for building teams, processes, and experiences that accelerate time-to-value, define SLAs, and create scalable, self-service experiences.

Qualifications

• 8+ years in SaaS with onboarding, implementation, training, or support leadership.
• 5+ years leading managers.
• Experience in legal tech or compliant SaaS environments.
• Proven experience leading data migrations at scale.
• Experience building or scaling client training or enablement programs.
• Strong track record owning KPIs/SLAs with data-driven improvements.
• Experience partnering with Product and Engineering to influence roadmaps.
• Strong operational leadership bringing multiple functions together.

Responsibilities

• Own end-to-end onboarding and go-live strategy.
• Lead data migration strategy with quality, security, and minimal disruption.
• Own training and enablement programs for clients.
• Oversee the performance of Support and related SLAs.
• Build and develop a multi-layered Onboarding, Migrations, Training, and Support team.
• Collaborate with Sales, Product, and Engineering to enhance the client journey.

Skills

SaaS leadership

Onboarding management

Training program design

Data-driven leadership

Job description

Smokeball is seeking a VP of Implementation & Support to own the transition from contract to live success. You will unify Onboarding, Migrations, Training, and Support into one accountable function, driving adoption, retention, and customer delight across firms of all sizes.

This is a senior leadership role responsible for building teams, processes, and experiences that accelerate time-to-value, define SLAs, and create scalable, self-service experiences.