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Manage a portfolio of small legal-firm SaaS customers, building trusted relationships and helping clients achieve value from Smokeball. Monitor account health, drive product adoption, identify upsell and expansion opportunities, mitigate risks, negotiate renewals, respond to inquiries, and develop customer advocates. The role is hybrid in Chicago and may include local client travel.

Owns client lifecycle marketing strategy and campaigns to drive product adoption, usage, retention, and lifetime value. Responsibilities include managing client communications, creating case studies and testimonials, running referral and review campaigns, hosting product webinars, and developing client advocacy initiatives. The role collaborates with Client Success and Product Marketing, manages feedback loops, and measures campaign performance using data and KPIs.

The Sales Development Representative at Smokeball will engage with law firms through outbound calls and emails, qualify leads, and maintain client relationships to drive sales.

Designs and owns end-to-end onboarding for Sales and Customer Success hires across US and UK. Delivers training, role-plays, coaching, and assessments; defines readiness standards, tracks ramp outcomes, partners with Enablement, RevOps, and Product, and continuously improves programs using data.

Own and quality-assure document templates in Smokeball's TemplateLab: consult clients, gather requirements, build and test templates (court forms, captions, letterhead), review contractor work, adopt AI/automation tools, and collaborate with Legal Engineers and Product to maintain and improve a large forms library.