Account Manager (10+)

Who we are

Smokeball helps law firms bill more without their clients paying more. Intriguing, right? We were founded by technology leaders with more than 20 years of experience in delivering impactful legal technology products. Our leadership continually strives to develop a company, culture, and team that share a profound love for the law and is compelled to help small law firms find success. Our mission isn’t simple, but it is straightforward: help small law firms be successful businesses so that they can better serve our communities.

What makes us special?

Culture is sacred. As a 'Best Places to Work' winner four years in a row, we believe company culture is the single most important ingredient to our success. At the end of the day, it is all about our people.

The best product in Legal Tech. We think deeply about the challenges small law firms face. We do not bother with simply delivering a “faster horse,” we drive innovations that truly enhance the lives and businesses of our clients. Check out our ratings on G2, Capterra, and Google.

Industry Opportunity. The Legal Tech industry is estimated to be worth around $15bn and is growing every year. Smokeball is growing right along with it, and we like to take our people with us.

Our working model

At Smokeball, we believe there is nothing more powerful than a community of people coming together to work on a product that they, and our clients, love. When it comes to working as a community, we see the value in both coming together and allowing our “Smokeballers” the flexibility that remote work offers.

All Chicago employees are in the office on Wednesdays and Thursdays. While our office is open 5 days a week, we allow you to choose what works best for you on Monday, Tuesday and Friday.

Our office is in the heart of the Loop within 10 minutes of the Metra and all “EL” trains. And, we have lots (and lots) of snacks.

The Role

We are seeking an experienced Account Management/Customer Success professional to join our Account Management team in a dynamic relationship building and commercial, client-facing role serving our large accounts. We are a fast-paced team responsible for nurturing relationships with existing clients and ensuring that our clients achieve their desired outcomes with our software. A customer centric mindset is critical to this team member’s success, along with experience in a commercial role.

At Smokeball, our Account Management team is segmented based on user size to ensure that we can deliver legendary service in the unique way that firms of different sizes need. The role works with clients in our 10 user segment

This is a hybrid role with our office being in Chicago, IL.

This role is eligible for bonus commission. The expected OTE is $150k

A Typical Day Involves

• Success planning with your clients; ensuring milestone and goal achievements as well as value realization
• Monitor the health of your clients, looking for ways to increase both their usage of the software and the value of Smokeball to their firm and mitigate churn risk
• Strategize with key users on how to best utilize Smokeball to accomplish specific goals
• Work with champions to form plans to drive adoption with all users in the account
• Negotiate renewals with a focus on renewing long-term contract options and driving higher LTV
• Identify opportunities for upselling, cross-selling and expanding services amongst your book of business
• Deliver business reviews in your book of business (occasionally delivering these on-site)
• Respond to client inquiries and direct them to the resources they need
• Utilize the CS tech stack (Salesforce, ChurnZero) to track client performance, client journeys, playbooks, tasks
• Support in the development and execution of Client Success framework to help measure success, delivering operational excellence and exceptional service for Smokeball clients.
• Serve as the Voice of the Client (VOC) and strive to deeply understand customer pain points. Advocate for clients by surfacing customer insights, product issues and enhancements and work collaboratively to communicate this information across the business.
• Assist in the resolution of client issues and escalations, escalating as required to Account Management leadership, product or other relevant stakeholders.
• Drive customer referrals and references in your book of business for prospective Smokeball clients.

Meet Some Teammates

Dave Gatz: Hi, I’m Dave. I have worked in the legal industry for nearly 20 years. It is critically important for me to work in a role and for a company that "makes a difference". Smokeball makes the challenging task of running a law firm easier. It allows lawyers to spend less time on the business of law and more time engaged in the practice of law. Speaking of the practice of law, Smokeball helps firms be more efficient with that as well. As an Account Manager, I get the opportunity to get to know my customers, improve their business, and improve their quality of life all while working with a supremely supportive and talented group of colleagues.

Megan Fox: Hi, I'm Megan. I recently joined Smokeball in May of 2024 as an Account Manager. I started out my career in sales and transitioned to Client Success and Account Management when I realized I enjoyed working with current clients to build relationships while identifying opportunities for growth and retention. My favorite thing about working at Smokeball is the people. Our team truly cares for one another and our clients. The respect, support and friendship is what motivates me to come to work everyday and make a positive impact on the success of our client's and Smokeball!

What You Bring

• 7 years of experience in Customer Success, Account Management, or Sales roles in a SaaS organization; previous legal tech or work in a legal environment is a plus
• Proven ability to consistently hit revenue numbers
• 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 required; experience with ChurnZero preferred (or other CSP)
• Strong business acumen
• Time management and organization skills are critical
• Ability and willingness to travel at least 25%

Life at Smokeball

Great Culture: Named 2024'S 10th Best Place to Work in the Technology Industry nationwide!

Work-Life Balance: 20 vacation days, 7 sick days, 3 reboot days, 10 paid holidays, birthday off, volunteer time, and more!

Career Growth: Smokeball believes in investing in our own people and promoting from within. Our own President started at Smokeball as an Account Manager!

Benefits: Excellent medical coverage, 401(k) match, monthly wellness stipend, generous parental leave

Transparency: We keep employees in the loop through monthly global huddles and local standups where we discuss company goals, updates, new hire introductions, etc.

The Office: The kitchen is stocked with breakfast items, snacks, and beverages, and we have plenty of games to help you relax (ping-pong, billiards, pinball, board games, video games). We also offer free monthly massages provided by a licensed massage therapist!

Fun Events: In-person happy hours, virtual game nights, family-friendly events, and so much more Convenient Transit: We’re located in the heart of downtown Chicago, in walking distance from all major modes of transportation

The Values We Live By

Creating and fostering a great culture is just as important as providing a great product. At Smokeball, we don’t have Core Values for show, we live and breathe them every day.

• Caring is not optional
• Make it happen
• Deliver legendary service
• Innovate for the client, not the press release
• Be frank
• Keep listening, keep learning

These values inform every strategic decision we make and guide our behavior with every person we meet. When we are bringing new team members into the Smokeball Family, we look for compassion, drive, keen judgement, varied perspectives, and no egos.

What DEI means to us

At Smokeball, we believe that “caring is not optional.” We respect everyone, no matter who they are, what they look like, who they love, where they come from, how they identify, what they believe in, what abilities they have, or what they are trying to overcome. Smokeball is committed to utilizing community partnerships, education, events, and hiring to create a diverse, equitable, and inclusive environment for everyone we interact with. Learn more about our DEI program here.