Senior Implementation Manager

Job Title: Senior Implementation Manager

Reports to: Director of Customer Success

Organization: Customer Success

This role serves as the primary post‑sales point of contact for customers and leads the implementation process across internal and external teams.

The Implementation Manager guides new customers through a structured, consultative onboarding experience, managing the handoff from Sales and ensuring firms are fully educated on Case Status products and services.

The Senior Implementation Manager owns the end‑to‑end implementation process, including system setup, configuration, and activation for newly launching firms, and manages the project through a successful transition to Client Success.

The role works closely with Sales and Customer Success Managers to support a seamless customer lifecycle, advocating for customer needs and solutions that drive adoption and retention.

As the liaison from post‑sale through onboarding, this role ensures alignment, accountability, and a strong foundation for long‑term customer success.

• Lead implementations, including oversight of the project plan, stakeholder management and timeline.
• Serve as expert consultant regarding product set‑up/configuration, functionality, and best practices.
• Conduct discovery sessions with new customers, especially engaging the firms’ key users and decision makers.
• Demonstrate strong consultative and advisory skills to drive confident buyers and product stickiness.
• Develop implementation project plans and maintain documentation and timeline of projects and customer sentiment.
• Utilize rolling implementation metrics to improve processes and tweak touchpoints to drive results.
• Deliver prescriptive and consultative product sessions for internal firm project owners, setting the scene for a smooth transition to full functionality training.
• Serve as liaison to Sales, Software Trainers, and Account Managers, cascading information regarding implementation projects and scoping for enterprise customers.
• Develop and maintain systematic communication of product feedback and requests with the Product team.
• Maintain consistent use of internal tools to run the business effectively (CRM, data tools, project management tools, etc.).

• 4+ years’ experience in a project management or implementation role, preferably in technology.
• Detailed product functionality knowledge.
• Outstanding verbal and written communication skills, with demonstrated executive presence.
• Strong organizational skills and ability to follow processes for consulting sessions.
• Strong analytical approach to determine advantageous solutions for our business and the customer.
• Strong attention to detail and process.

• Engagement and buy‑in from decision makers and key users, positively impacting monthly recurring revenue.
• Successful, cohesive firm launches leading to engaged, confident users and product adoption.
• Streamlined onboarding processes to improve the customer experience and referral potential.
• Trusted advisory of legal tech within our market space, driving brand awareness and recognition.
• Business impact as measured and assessed by quarterly goals and objectives.

This is an on‑site role based out of our Daniel Island, SC office.

We’re one of the fastest‑growing, venture‑backed tech startups based out of Charleston, SC, most recently ranking #50 on the Inc. 5000 list of fastest growing software companies.

With a total market opportunity of almost $5B, we’ve been making big waves in the legal industry by enabling our customers to provide real‑time case status communications, proprietary progress tracking, smart scheduling, and custom legal NPS systems.

We are completely transforming how law firms interact with their clients through cutting‑edge software, AI technology, and innovative solutions.

Our culture is built on Radically Disruptive, Actively Curious, and Dedicated to our Team principles, ensuring a dynamic and collaborative environment.

• Unlimited Paid Time Off (with manager approval and after a short period of employment).
• Leading Medical, Dental and Vision Plans with HSA options and 24/7 EAP.
• Monthly reimbursement allowance for health and wellness purchases.
• Matching 401(k) contribution program after 3 months of employment.
• Incentives for ownership in Case Status through its stock option plan (subject to board approval).
• Quarterly recharge days, 11 company‑paid holidays, and more.

Mid‑Senior level

Full‑time

Management and Manufacturing

Construction, Software Development, IT Services and IT Consulting