VP of Implementation & 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

TheRole

The VP of Implementation & Support 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.

WhatYou’llDo

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 systemic product and process issues.

Team Leadership

• 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’ 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.
• Strong operational leadership skills, with the ability to bring multiple functions together as one high-performing organization.
• Excellent communication skills, from coaching teams through to executive-level reporting.

What's initforyou?

CompetitiveSalary

Work-LifeBalance:20vacationdays,3rebootdays,birthdayoff,volunteertime,andmore!

Benefits:Excellentmedical,dental,visioncoverage.401(k)match,&monthlywellnessstipend

Parentalleave

Officelunchandloadsofsnacks

Andofcourse...theSWAG!

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.