About Smokeball
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+ recognised us as one of USA’s Best Places to Work, and we've been certified a "Great Place to Work" again.
The Role
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.
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 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 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!
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.
Skills Required
- 8+ years of experience in SaaS across client onboarding, implementation, training, and/or support leadership
- 5+ years of people leadership experience, including managing managers
- Experience in legal technology or another complex, regulated, or compliance-sensitive SaaS environment
- Experience leading technical data migrations at scale
- Experience building or significantly scaling client training or enablement programs
- Proven experience owning KPIs and SLAs and using data to drive measurable improvements
- Experience partnering with Product and Engineering leadership to influence roadmap and priorities
- Strong operational leadership skills, including bringing multiple functions together
- Excellent communication skills, including team coaching and executive-level reporting
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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