About Smokeball
Join an award-winning legal tech company that’s transforming how law firms work by boosting their organization, productivity, and profitability with software they actually love. Smokeball is a global, community-driven company united by a love for the law and a mission to help small and midsize firms thrive. We’re passionate about what we do and our clients know it! If you’re looking for a company that truly cares about its clients and its people, you’re in the right place.
About the Role
We’re looking for a highly execution-oriented Client Success Operations Analyst to calibrate and operationalize the systems, automation, reporting, and intelligence that power our Client Success team.
We're sitting on a goldmine of customer data and we need the person who's going to turn it into intelligence.
As our Client Success Operations Analyst, you'll sit at the intersection of data, systems, and AI to give our CS team superpowers: better insights, smarter workflows, and less time spent on tasks that shouldn't require a human. The foundation is already here, the data, the platforms, the clients. Your job is to connect the dots, sharpen the signal, and build the automated workflows that let our CSMs focus on what actually moves the needle.
You'll report directly to the Vice President of Client Success and have a front-row seat to how a modern CS org operates and a direct hand in shaping it. You’ll support the VP of CS in rewriting the CS playbook using an AI first approach.
What You'll Own
- Administer and optimize our CS platforms (ChurnZero, and related tooling) — keeping data clean, workflows smart, and the system useful
- Leverge AI tools and technology to build and maintain dashboards and reports that surface churn risk, expansion opportunity, and engagement health across the book of business
- Design and automate workflows that reduce manual lift for CSMs — from onsite visit summaries to Client Success Plan updates
- Operationalize AI tools to improve churn scores, engagement scores, and proactive outreach triggers
- Establish and enforce a consistent standard for client visit documentation and Voice of Customer (VOC) data capture
- Translate raw customer data into actionable intelligence the team can act on — and that leadership can trust
- Create executive-ready reporting for:
- NRR / GRR
- Churn & contraction trends
- Expansion performance
- CSM activity & productivity
- Surface proactive insights, not just metrics
- Identify leading indicators of churn and growth
What We're Looking For
- 2–3 years of experience in CS Ops, Revenue Ops, or a data/analytics role — ideally inside a SaaS company
- Hands-on experience with a CS platform (ie. ChurnZero, Gainsight, etc.)
- Comfortable writing queries, building dashboards, and telling a story with data
- Excited by (and experience with) AI and automation tools — you don't just use them, you think about how to deploy them strategically
- A process brain: you see inconsistency and want to fix it; you see a manual task and want to automate it
- Low ego, high output — you're energized by building things that make others more effective
Why This Role Is a Big Deal
You won't have direct reports, but you will have a direct impact. Every CSM on our team will be more effective because of the systems, data, and workflows you build. This is a revenue protection and operating leverage investment — and you're the force multiplier behind it.
If you want a role where you can see your fingerprints on the business, this is it.
Compensation
$80,000-100,000 base salary/ year
What's in it for you
💵 Competitive Salary
💹 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
👶Parental leave
🥡 Office lunch and loads of snacks
🧢 And of course...the SWAG!
Skills Required
- 2-3 years of experience in CS Ops, Revenue Ops, or a data/analytics role (ideally in SaaS)
- Hands-on experience with a CS platform (e.g., ChurnZero, Gainsight)
- Comfortable writing queries, building dashboards, and storytelling with data
- Experience with AI and automation tools and ability to deploy them strategically
- Strong process orientation with a focus on automating manual tasks
- Collaborative, low-ego mindset and high output orientation
Smokeball Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Smokeball and has not been reviewed or approved by Smokeball.
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Fair & Transparent Compensation — Stated salary bands on job postings and market‑aligned role snapshots indicate clear, competitive base pay across several Chicago‑based roles. Explicit ranges for sales roles with base plus commission increase visibility into how total pay is structured.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage with multiple BCBS plan options is characterized as strong for the cost, with profiles calling the coverage excellent. The breadth of plan choices supports different employee needs.
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Leave & Time Off Breadth — The package combines PTO and sick time with two floating holidays, three reboot days, a birthday day off, and paid volunteer time, and time off is encouraged. This mix extends beyond standard vacation to provide additional recharge and flexibility days.
Smokeball Insights
What We Do
Smokeball is a legal practice management software for small law firms. Our mission isn’t simple, but it is straightforward: help small law firms be successful businesses so that they can better serve our communities.
Why Work With Us
Named a Best Workplace by both Crain’s and Inc. Magazine, we believe that fostering a great culture is just as important as providing a great product. We live and breathe our Core Values; they inform every strategic decision we make and guide our behavior with every person we meet.
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