Who we are
Smokeball helps law firms bill more without their clients paying more. Intriguing, right? We were founded by technology leaders with more than 20 years of experience in delivering impactful legal technology products. Our leadership continually strives to develop a company, culture, and team that share a profound love for the law and are compelled to help small law firms find success. Our mission isn’t simple, but it is straightforward: help small law firms be successful businesses so that they can better serve our communities.
What makes us special?
- Culture is sacred. As a 'Best Places to Work' winner four years in a row, we believe company culture is the single most important ingredient to our success. At the end of the day, it is all about our people.
- The best product in Legal Tech. We think deeply about the challenges small law firms face. We do not bother with simply delivering a “faster horse,” we drive innovations that truly enhance the lives and businesses of our clients. Check out our ratings on G2, Capterra, and Google.
- The Legal Tech industry is estimated to be worth around $15bn and is growing every year. Smokeball is growing right along with it, and we like to take our people with us.
Our working model
At Smokeball, we believe there is nothing more powerful than a community of people coming together to work on a product that they, and our clients, love. When it comes to working as a community, we see the value in both coming together and allowing our “Smokeballers” the flexibility that remote work offers.
All Chicago employees are in the office on Wednesdays and Thursdays. While our office is open 5 days a week, we allow you to choose what works best for you on Monday, Tuesday and Friday.
Our office is in the heart of the Loop within 10 minutes of the Metra and all “EL” trains. And, we have lots (and lots) of snacks.
The Role
The Manager of Client Success Management (although your title will be Manager, Account Management) will lead and grow a high performing Client Success program and team of Account Managers. The Manager will oversee the Account management team and guide Account Managers to increase the company's client base, retention, and engagement. This person will implement and manage strategies to retain and grow the client base through driving adoption and ensuring our clients achieve their desired outcomes. You will work with Sales, Onboarding, Services, Operations, and Product Management.
This is a hybrid role with our office being in Chicago, IL.
Responsibilities
- Lead a high-performing team of AMs in supporting our clients through development of key relationships and partnerships and be responsible for delivering value and outcomes, driving adoption, influencing expansion and securing renewals, and cultivating client advocacy
- Act as an advisor to the VP of Client Success and to the broader business, sharing insights and learnings as to how we can ensure we’re delivering the highest standard of excellence
- Establish a consistent execution of client engagement by assisting our team in communicating value, raising issues and navigating difficult conversations
- Provide coaching and guidance to Account Managers in managing escalations and “at-risk” accounts; Act as an escalation point to assist in resolution.
- Deliver inspiring, motivational leadership that elevates the energy and enthusiasm of our AM teams
- Renewals management; Assess, forecast and mitigate any risk of churn within the client base; Identify key risks and barriers and own risk management and mitigation
- Together, with the VP of Client Success, the manager will build scalable and repeatable processes to manage the Client Success lifecycle through playbooks, best practices, and industry benchmarks
- Manage objectives and key results, activities, and milestones to drive the behaviors of the Client Success team; hold regular one on one’s with team members; performance management
- Cultivate and promote client advocacy through Net Promoter Score (NPS), Voice of the Customer (VOC), and Community
- Partner with other leadership & respective teams (Sales, Services, Ops, Onboarding) to ensure strong alignment, effective processes and consistency in the client and employee experience
How success will be measured in this role:
- Gross & Net User and Revenue Retention
- Total Contract Value (TCV) over time
- Ability to retain and grow employees
- Implementation and change management of new policies and processes
- Health of our client base
What you bring
- 3+ years of management in B2B SaaS customer success, account management, sales leadership or consulting experience working with accounts of various sizes
- Proven experience in building strong relationships at Senior Management/Executive levels
- Proven experience in achieving or exceeding revenue targets
- Experience working with cross-functional teams to achieve objectives and key results
- Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, & occasionally, unprecedented
- Ability to manage and develop a team; ability to hold a team accountable and drive KPIs
- Excellent communication & presentation skills, both verbal & written
- Ability to take initiative and adapt
- Knowledge of CS tech stacks and how to manage within a system
Your future team
Manager
Krista: Hey there! I’m the VP of Client Success. Client Success and SaaS business scaling is my passion. I enjoy working at Smokeball because the company is experiencing explosive growth and we have a tremendous opportunity ahead of us. Smokeball has an amazing team and I learn something new from them every day. We are extremely client focused and invest heavily in their success as well as our team members’ – we know that the two are directly connected. I live in Frisco, TX and I love spending time with my family – my husband David, our daughter Olivia and our two fur babies Maggie and Buddy.
Direct Report
Dave: Hi, I’m Dave. I have worked in the legal industry for nearly 20 years. It is critically important for me to work in a role and for a company that "makes a difference". Smokeball makes the challenging task of running a law firm easier. It allows lawyers to spend less time on the business of law and more time engaged in the practice of law. Speaking of the practice of law, Smokeball helps firms be more efficient with that as well. As an Account Manager, I get the opportunity to get to know my customers, improve their business, and improve their quality of life all while working with a supremely supportive and talented group of colleagues.
Life at Smokeball
- Great Culture: Named 2024'S 10th Best Place to Work in the Technology Industry nationwide!
- Work-Life Balance: 20 vacation days, 7 sick days, 3 reboot days, 10 paid holidays, birthday off, volunteer time, and more!
- Career Growth: Smokeball believes in investing in our own people and promoting from within. Our own President started at Smokeball as an Account Manager!
- Benefits: Excellent medical coverage, 401(k) match, monthly wellness stipend, generous parental leave
- Transparency: We keep employees in the loop through monthly global huddles and local standups where we discuss company goals, updates, new hire introductions, etc.
- The Office: The kitchen is stocked with breakfast items, snacks, and beverages, and we have plenty of games to help you relax (ping-pong, billiards, pinball, board games, video games). We also offer free monthly massages provided by a licensed massage therapist!
- Fun Events: In-person happy hours, virtual game nights, family-friendly events, and so much more
- Convenient Transit: We’re located in the heart of downtown Chicago, in walking distance from all major modes of transportation
The values we live by
Creating and fostering a great culture is just as important as providing a great product. At Smokeball, we don’t have Core Values for show, we live and breathe them every day.
- Caring is not optional
- Make it happen
- Deliver legendary service
- Innovate for the client, not the press release
- Be frank
- Keep listening, keep learning
These values inform every strategic decision we make and guide our behavior with every person we meet. When we are bringing new team members into Smokeball, we look for compassion, drive, keen judgement, varied perspectives, and no egos.
