Customer Marketing Specialist

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?

1. 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.
2. 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.
3. 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

Customer Marketing's main duty will be to focus on the success and growth of our existing clients, specifically as it relates to Smokeball product adoption and usage. You will be a member of our Marketing team, working closely with internal teams to drive client satisfaction, product expansion and campaign execution. You will partner with our Client Success teams to help enable our organization to achieve retention, satisfaction and upsell objectives. Finally, you’ll work directly with key clients to uncover needs, trends, and success stories, building a community of willing brand advocates.

Excellent communication and attention to detail skills are vital in this role, as our success depends on smooth execution and understanding of our clients’ needs and objectives.

This is a hybrid role with our office being in Chicago, IL. Employees are required to be onsite 2 days per week.

A Typical Day Involves

• Engage with customers to capture powerful stories about the impact of Smokeball on their firms. Collaborate with our Content team to bring these stories to life via videos, written case studies, testimonials, public speaking events, and more.
• Own our client communications strategy and calendar.
• Compose and send client emails and communications to drive product usage, highlighting product features and benefits that demonstrate the full value of Smokeball.
• Partner with Client Success to create special marketing content for account management/customer success to help at-risk customers.
• Help us deepen relationships with our largest clients and leverage their insights to drive our strategic direction.
• Build and administer a successful referral program, streamlining processes and taking full ownership of the program's success.
• Lead and manage our client gifting program.
• Manage client marketing programs, such as webinars, working in conjunction with key internal stakeholders to help educate and enable clients.
• Lead and manage the program to support client reviews on third-party sites like G2, etc.
• Provide product feedback given by advocates to the Product team
• Work with Client Success to shape and calibrate the tech-touch client journey by focusing on scalable, automated engagement strategies.
• Monitor client health metrics and engagement data to identify risks and opportunities for proactive outreach.
• Analyze campaign performance and use insights to optimize marketing strategies.

What You Bring

• 3 years B2B marketing experience with at least 2 years in a hands-on customer marketing or product marketing role (B2B SaaS technology company preferred).
• Communication Skills: Exceptional written and verbal communication skills, with a knack for compelling storytelling.
• Project Management: Strong organizational skills with the ability to manage multiple campaigns, deadlines, and stakeholders simultaneously.
• Client Engagement: Experience working directly with clients to gather feedback, capture success stories, and build brand advocacy programs.
• Collaboration: Proven ability to work cross-functionally with teams such as Account Management, Product, and Content to execute marketing initiatives.
• Analytical Mindset: Ability to track, measure, and optimize client marketing efforts based on data and performance insights.
• Passion for helping clients succeed a must.
• Familiarity with marketing automation tools (e.g., HubSpot, Marketo), CRM platforms (e.g., Salesforce), and customer review platforms (e.g., G2, Trustpilot) a plus.
• Familiarity with Client Success specific software is a major plus (ie. ChurnZero, Gainsight, Totango, Intercom, etc.)

Meet Your Manager

Katharine Uhrich: As Smokeball's Marketing Manager, I collaborate across many teams to bring sales and marketing campaigns to life. My previous experience in the not-for-profit world taught me to be curious, maximize resources, and prioritize organization. I love Smokeball because I'm always learning something new while working alongside smart, talented, and caring people. Outside of work, you'll find me enjoying nature, traveling with my husband, exploring new restaurants, or reading with our two cats.

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.

More, more, more!

Why do we do what we do? Where did the name ‘Smokeball’ come from? How do we give back? Learn more here.* Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. No one ever meets 100% of the qualifications! We encourage anyone who is interested to apply based on the responsibilities and requirements outlined. You may be the culture add that we are seeking! We look forward to your application.* Smokeball is an equal opportunity employer and committed to providing an open, welcoming environment for everyone