VP of Implementation & Support

Smokeball
Chicago
Workplace: OnsiteFull timeFunction: Product ManagementExperience: 8+ yearsSkills: ["Communication","Leadership","Operational leadership","Cross-functional collaboration","Data-driven decision-making"]

Own the full client lifecycle between contract signature and successful go-live. Lead onboarding, migrations, training, and support as one connected function, driving end-to-end time-to-value, adoption, and client satisfaction. Build scalable teams, processes, and experiences across firm sizes and product complexity, lead data migration standards and automation with engineering, and partner cross-functionally with Client Success, Sales, Product, and Engineering to improve retention and roadmap priorities.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Smokeball
Smokeball
1 day ago

VP of Implementation & Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Own the full client lifecycle between contract signature and successful go-live. Lead onboarding, migrations, training, and support as one connected function, driving end-to-end time-to-value, adoption, and client satisfaction. Build scalable teams, processes, and experiences across firm sizes and product complexity, lead data migration standards and automation with engineering, and partner cross-functionally with Client Success, Sales, Product, and Engineering to improve retention and roadmap priorities.
Location: Chicago
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Sr. Director level

Key Responsibilities

  • •Own end-to-end onboarding and implementation strategy from contract signature through go-live.
  • •Lead data migration strategy, ensuring accurate, secure migrations with minimal disruption.
  • •Own client training and enablement strategy across onboarding, webinars, self-service content, and future programs, using adoption/proficiency data to improve.
  • •Own and lead Support performance across Smokeball and standalone products, including SLAs, response/resolution times, and client satisfaction.
  • •Lead and develop teams across Onboarding, Migrations, Training, and Support, and partner cross-functionally to improve the client experience and influence product priorities.

Pay and Benefits

Perks:Health InsuranceDentalVision401kWellness StipendParental Leave

Key Requirements

  • •8+ years’ SaaS experience across client onboarding, implementation, training, and/or support leadership.
  • •5+ years of people leadership experience, including managing managers.
  • •Experience in legal tech or other complex, regulated, or compliance-sensitive SaaS environments.
  • •Proven experience leading technical data migrations at scale.
  • •Experience building or scaling client training and enablement programs, plus strong KPI/SLA ownership.
Experience:8+ yearsSaaSLegal techRegulated SaaSCompliance-sensitive SaaS
Skills:CommunicationLeadershipOperational leadershipCross-functional collaborationData-driven decision-making

Company Brief

Smokeball
Provides cloud-based practice management and productivity software for small law firms, offering case management, document automation, time recording, billing, and workflow tools to improve efficiency and compliance.
Industry: LegalTech
Company Size: Medium (51 to 250 employees)
Growth: Established Company
WebsiteLinkedIn