{"id":581759,"url":"https://alion.io/job/smokeball-digital-client-success-manager","title":"Digital Client Success Manager","company":{"id":58812,"name":"Smokeball","domain":"smokeball.com","url":"https://alion.io/company/smokeball","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":73000,"max":80000,"currency":"USD","period":"year","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false},{"name":"Intercom","optional":false},{"name":"QuickBooks","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-09-09T14:32:40Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-10-22T18:14:21Z","board_verified":true,"closed_at":null,"days_open":43,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":43},"description":"About Smokeball\nSmokeball powers people-law. Our legal practice management software lightens the administrative burden, so legal professionals can serve those who need them most.\nAnd 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.\nThe Role\nAs 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 and scale a product-led approach to onboarding, adoption, training, and long-term engagement.\nThis 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.\nThis is a hybrid position based in our Chicago, IL office. All Chicagoland employees are required to be in the office on Wednesdays and Thursdays.\nA Typical Day Involves\nAct 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.\nSupport billing-related client questions (e.g. reconciliation queries), acting as a billing specialist/backup where needed.\nReview client health metrics and onboarding progress in the customer success platform (Churn Zero) to identify accounts that may need strategic intervention or proactive outreach.\nHost 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.\nDeliver virtual training sessions (1:1 or group) tailored to a specific client’s use case, often using real-time product demos or walkthroughs.\nRespond to escalated client questions or training needs that fall outside the scope of standard support or self-serve resources.\nConduct strategic check-ins with clients to review product usage trends, uncover blockers, and align on business goals focusing on value realization and expansion readiness.\nCollaborate with Sales on expansion opportunities within the \"Bill\" client portfolio, providing insights into usage patterns or identifying advocates for upsell.\nPartner with the Product team to relay aggregated client feedback, identify usability gaps, and advocate for improvements that enhance the product-led experience.\nContribute to scalable enablement content, such as updating help center articles, onboarding flows, or video scripts, ensuring alignment with the latest product updates.\nLog key client interactions and insights in the success platform to maintain visibility across teams and support data-driven engagement strategies\nAct as a member of the Client Training team to perform billing training for the broader Smokeball client base.\nWhat You Bring\n3+ years in client success, onboarding, account management, or training role in a SaaS or PLG environment\nWorking knowledge of billing/trust accounting concepts (e.g. QuickBooks, legal billing), sufficient to support client billing questions\nProven success managing customer relationships, product adoption, and training initiatives\nStrong presentation and facilitation skills across live, recorded, and self-paced mediums\nExperience working with tools like Salesforce, ChurnZero, Intercom, HubSpot, or equivalents\nProject management capability to coordinate multiple onboarding/training streams simultaneously\nAbility to interpret client data (e.g., usage metrics, churn signals) and take action\n50% of your day will be spent responding to emails and the other 50% will be on training calls so we’re looking for someone with the patience of a saint, and a genuine love for helping people! \nCompensation\nThe pay range for this role is:\n$73,000 - $80,000 base\nWhat'sin it for you?\nCompetitive Salary\nWork-Life Balance: 20 vacation days, 3 reboot days, birthday off, volunteer time, and more!\nBenefits: Excellent medical, dental, vision coverage. 401(k) match, & monthly wellness stipend\nParental leave\nOffice lunch and loads of snacks\nAnd of course...the SWAG!!\nWant to Know More?\nWhy do we do what we do? Where did the name ‘Smokeball’ come from? What are our values? Learn more here!\n*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.","description_format":"text","description_chars":5006,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Legal Services","Legal Software"],"lifecycle":[{"event":"open","at":"2026-09-09T23:09:50Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 3","filings_12m":3,"filings_prev_12m":3,"green_card_filings_12m":0,"median_offered_wage_usd":82500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":48,"band":"ok","label":"Likely open","p_open":1,"p_active":0.634,"p_room":0.75,"age_days":42,"expected_fill_days":49,"reasons":["conf:2","win:late"],"computed_at":"2026-10-22T06:10:10Z"},"pay":{"stated_usd_annual":80000,"is_top_pay":true},"html_url":"https://alion.io/job/smokeball-digital-client-success-manager","json_url":"https://alion.io/job/smokeball-digital-client-success-manager.json","meta":{"generated_at":"2026-10-22T20:39:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4787,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58812},"rest":"https://alion.io/mcp/rest/get_company?id=58812"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsmokeball-digital-client-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsmokeball-digital-client-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsmokeball-digital-client-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/smokeball-digital-client-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsmokeball-digital-client-success-manager"}]}