VP of Implementation & Support

Job description

The Role The VP of Implementation & Support owns everything that happens between “the client signs the contract” and “the client is up and running, confident, and getting real value from Smokeball.” You’ll bring Onboarding, Migrations, Training, and Support together as one connected function, with end-to-end accountability for how quickly and successfully new clients get live and how well we support them throughout their Smokeball journey. This is a big leadership role with a big opportunity to make an impact. You’ll be responsible for building the teams, processes, and experiences that set clients up for long-term success, adoption, and retention. In short: you’ll help make sure clients don’t just get Smokeball, they love using it. What You’ll Do Onboarding & Implementation Own the end-to-end onboarding and implementation strategy, from contract signature through go-live. Build a scalable, flexible onboarding experience across firm sizes, practice areas, and product complexity. Own key onboarding metrics including time-to-value, time-to-go-live, CSAT/NPS, and early product adoption. Continuously identify and remove friction across the client journey. Client Migrations Lead the end-to-end data migration strategy, ensuring data is accurate, secure, and migrated with minimal disruption. Set standards for data quality, validation, testing, and risk management. Partner with our Migrations Development team to drive automation, scalability, and self-service. Training & Enablement Own the strategy for client training across live onboarding, webinars, self-service content, and future academy/certification programs. Use adoption and proficiency data to continuously improve training and drive product adoption. Support Lead the performance of our Support function across Smokeball and our standalone products. Own SLAs, response and resolution times, and client satisfaction. Build strong escalation and feedback loops across Support, Product, and Engineering. Use support trends to identify and address systemic product and process issues. Team Leadership Lead and develop a multi-layered team of managers and individual contributors across Onboarding, Migrations, Training, and Support. Build a strong leadership bench with clear accountability and autonomy. Own headcount planning, career development, and performance management. Cross-Functional Leadership Partner closely with Client Success, Sales, Product, and Engineering to create a seamless client experience. Bring the voice of new and actively supported clients into product and business decisions. Use client insights and operational data to influence product priorities and continuously improve how we work. What You’ll Bring 8+ years’ experience in SaaS across client onboarding, implementation, training, and/or support leadership. 5+ years of people leadership experience, including managing managers. Experience in legal tech or another complex, regulated, or compliance-sensitive SaaS environment. Proven experience leading technical data migrations at scale. Experience building or significantly scaling client training or enablement programs. Strong track record of owning KPIs/SLAs and using data to drive measurable improvements. Experience partnering with Product and Engineering leadership to influence roadmap and priorities. Strong operational leadership skills, with the ability to bring multiple functions together as one high-performing organization. Excellent communication skills, from coaching teams through to executive-level reporting. What's in it for you? 💵 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! Want to Know More? Why do we do what we do? Where did the name ‘Smokeball’ come from? What are our values? Learn more here ! *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. If you’re excited about this role, we encourage you to apply even if your experience doesn’t check every box. About Smokeball Smokeball is powering people-law. Our legal practice management software lightens the administrative burden, so legal professionals have more time for the people who need them most. With offices across Australia, the US, and the UK, we're united by a clear purpose – and that purpose has shaped a culture worth being part of. This year, Wrk+ recognised us as one of USA’s Best Places to Work, and we've been certified a "Great Place to Work" again.