Account Manager

The Role

Love customers? Love a good relationship? You might be our kind of person!

We’re looking for an experienced Customer Success professional to join our Account Management team and become a trusted partner to our clients. You’ll build and nurture relationships, help firms get the most out of Smokeball, and play a key role in driving renewals, upsells, and account growth.

We’re big believers that great customer experiences start with a customer-first mindset and great teams are built by people who bring energy, collaboration, and a little fun to the room. We’re looking for someone who will not only champion our clients but also be a supportive, positive force for their teammates.

Our Account Management team is segmented by user size, allowing us to deliver legendary service tailored to the unique needs of each firm.

This role will look after our 3–9 user client segment
, helping smaller firms thrive and get even more value from Smokeball.

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

• Monitor the health of your clients; look for ways to increase both their usage of Smokeball and the value of Smokeball to their firm
• Put the client’s needs at the forefront of all you do
• Identify opportunities to deliver even more value to clients through upsells and expansion efforts
• Work to become a trusted advisor to clients and ensure that clients are achieving their desired outcomes from the product and service
• Strategize with key users on how to best utilize Smokeball to accomplish specific goals
• Work with your book of business to create advocates
• Respond to client inquiries and direct them to the resources they need
• Manage and mitigate risks in your book of business
• Negotiate renewals with a focus on renewing long‑term contract options
• Possible travel to meet local clients in person and show them some TLC

• Up to 3 years of experience in Customer Success, Account Management, or Sales roles in a SaaS/Legal Tech organization OR Business Development within in a law firm
• Ability to create relationships with clients and gain trust
• Strong negotiation skills and the ability to own challenging conversations
• Genuine desire to interact and connect with clients
• Excellent written and verbal communication skills, both internal and external
• Knowledge of law firms and the legal world a huge plus
• Experience using Salesforce and Churn Zero preferred
• Strong business acumen
• Time management, organization

The pay range for this role is:
$74,000 - 78,000 per year (Expected OTE is $120k)

• 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!

Why do we do what we do? Where did the name ‘Smokeball’ come from? What are our values? Learn morehere!

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.