Senior Client Success Manager

About Smokeball

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. We’re passionate about what we do, and our clients know it! Not to brag, but we’ve been awarded the best place to work in Australia by Wrk+ and certified as a “Great Place to Work”. Culture plays a big part in our success, and our clear purpose and vision motivate us daily.

About The Job

We’re looking for an experienced Senior Client Success Manager to join Smokeball and play a key role in driving client outcomes, retention, and revenue growth. As a Senior Client Success Manager at Smokeball, you’ll play a pivotal role in ensuring the satisfaction, retention and overall success of our clients. You will be responsible for building strong relationships across a portfolio of clients, helping them achieve their goals and get maximum value from our cloud solutions.

What You’ll Be Doing

• Own and manage a portfolio of client accounts, developing a deep understanding of each client’s needs, challenges, and business goals
• Drive increased usage of Smokeball products across your portfolio, ensuring strong adoption, retention, and renewal outcomes
• Identify and execute opportunities for upselling, cross‑selling, and expanding services to increase recurring revenue
• Conduct regular client engagement, including strategic reviews and onsite visits where required
• Support the development, execution, and ongoing improvement of Smokeball’s Client Success framework to ensure consistent, high‑quality client outcomes
• Partner closely with Sales and broader GTM teams to develop and execute strategies, tactics, and campaigns aligned to revenue and growth targets
• Act as a role model within the Client Success team, mentoring and supporting junior CSMs and CSAs through coaching, knowledge sharing, and guidance on best practices
• Utilise CRM and customer success platforms (e.g. Salesforce, ChurnZero) to monitor client health, track performance, identify trends, and inform strategic decision‑making
• Surface client insights, product feedback, and enhancement opportunities to improve the end‑to‑end customer experience

Your Experience

• Proven success managing a growing portfolio of clients in SaaS or technology environment
• Strong commercial acumen with confidence in retention, growth, and value conversations and a passion for developing and nurturing strong lasting relationships with clients.
• Ability to use data and insights to guide strategy and client decisions
• Strong negotiation, upselling and communication skills, with the ability to handle objections adeptly.
• Proven track record of attaining and surpassing KPIs and targets.
• Innovative problem solver with a strong desire to learn.
• Capable of working both independently and collaboratively.
• Experience within the Legal Industry is desirable, but not required.

What's in it for you?

💵 Competitive Salary

🧘 Wellbeing allowance

💭 Be part of a forward-thinking company that is transforming the legal industry.

🌴 Reboot days & Birthday leave

👪 Paid Parental Leave

🥡 Office lunches and loads of snacks

🧢 And of course...the SWAG!

*Smokeball is an equal opportunity employer and is committed to providing an open, welcoming environment for everyone. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Don’t meet all the criteria? No worries! If our values resonate with your personal values and you think you have what it takes, we’d love to hear from you!

Please note: This role is only open to Australian residents. Unfortunately, we are not able to offer sponsorship currently.