Digital Client Success Manager

Smokeball powers people-law. Our legal practice management software lightens the administrative burden, so legal professionals can serve those who need them most.

And not to brag, but we've been awarded the #1 Best Place to Work for 2026 (Medium-Sized Companies) by Great Place to Work Australia. With offices in Australia, the US, and the UK, Smokeball is the leading provider of legal practice management software, helping small and mid-sized legal practices run their best firm and live their best life.

As a Digital Client Success Manager (Legal Billing Specialist) , you will play a pivotal role in supporting the success and satisfaction of our rapidly growing client base. In this role, you will act as the Client Success partner, collaborating closely with your cross-functional team to enhance andscale a product-led approach to onboarding, adoption, training, and long-term engagement.

This is a hands-on, client-facing role where you'll work closely with sales and product teams to ensure our clients realize maximum value from our platform. You’ll help shape how we scale our customer engagement model as we grow.

This is ahybridposition based in our Chicago, IL office. All Chicagoland employees are required to be in the office on Wednesdays and Thursdays.

• Act as the dedicated account manager for our Boost and Bill client segments, supporting them from post-sale and stepping in when a client wants to expand beyond their initial offering.
• Support billing-related client questions (e.g. reconciliation queries), acting as a billing specialist/backup where needed.
• Review client health metrics and onboarding progress in the customer success platform (Churn Zero) to identify accounts that may need strategic intervention or proactive outreach.
• Host onboarding calls or product walkthroughs with new client segments to optimize product-led onboarding journeys, identifying friction points, and coordinating with Product teams to improve self-serve experiences.
• Deliver virtual training sessions (1:1 or group) tailored to a specific client’s use case, often using real-time product demos or walkthroughs.
• Respond to escalated client questions or training needs that fall outside the scope of standard support or self-serve resources.
• Conduct strategic check-ins with clients to review product usage trends, uncover blockers, and align on business goals focusing on value realization and expansion readiness.
• Collaborate with Sales on expansion opportunities within the "Bill" client portfolio, providing insights into usage patterns or identifying advocates for upsell.
• Partner with the Product team to relay aggregated client feedback, identify usability gaps, and advocate for improvements that enhance the product-led experience.
• Contribute to scalable enablement content, such as updating help center articles, onboarding flows, or video scripts, ensuring alignment with the latest product updates.
• Log key client interactions and insights in the success platform to maintain visibility across teams and support data-driven engagement strategies
• Act as a member of the Client Training team to perform billing training for the broader Smokeball client base.

• 3+ years in client success, onboarding, account management, or training role in a SaaS or PLG environment
• Working knowledge of billing/trust accounting concepts (e.g. Quick Books, legal billing), sufficient to support client billing questions
• Proven success managing customer relationships, product adoption, and training initiatives
• Strong presentation and facilitation skills across live, recorded, and self-paced mediums
• Experience working with tools like Salesforce, Churn Zero, Intercom, Hub Spot, or equivalents
• Project management capability to…