About Us:
With offices in Australia, US and the UK, Smokeball is the leading provider of legal practice management software helping small and mid-size 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 #1 spot in Australia’s “Great Places to Work” for 2026 and have been in the top 6 by Wrk+ and “Great Places to Work” 3 years running. Culture plays a big part in our success, and our clear purpose and vision motivates us daily.
About the Role:
We’re looking for an experienced, strategic Head of Client Success to lead and scale our post‑sales organisation in the UK.
With the business having established a strong foundation and now entering its next phase of growth, this role has broad ownership for shaping how we deliver client value at scale – from onboarding and adoption through to retention and long‑term growth.
As a senior leader, you will be responsible for building a client success organisation that scales predictably alongside revenue. You’ll be supported by established teams and experience from our
Australian head office and US business, while having clear ownership over how client success is built and led in the UK.
What You’ll Be Doing
Own and lead the UK Client Success organisation
- Take end‑to‑end responsibility for all post‑sales functions, including onboarding, data migrations, training, and account management
- Set a clear operating model that supports scale and consistency with client centricity at the core
Build on the Client Success strategy for the UK
- Define how we drive client value, product adoption, and long‑term retention
- Establish a clear approach to renewals and revenue retention
- Ensure the client journey is designed for SMB law firms and evolves as the business grows
Embed a data‑driven CS operating rhythm
- Define and own onboarding success metrics, adoption KPIs, retention, and expansion metrics
- Use data to identify risks, prioritise investment, and guide decision‑making
- Provide clear forecasting and visibility into client health and renewals
Partner closely with the wider business
- Work with Sales to ensure strong handover
- Collaborate with Product to represent client needs and inform roadmap priorities
- Act as a key member of the UK leadership team, contributing to regional strategy and execution
About You
- 15+ years’ experience in Client Success, Account Management, or related post‑sales roles
- 5+ years’ experience leading managers and/or departments
- Proven track record of building and scaling Client Success organisations in a growth environment
- Strong strategic mindset, paired with the ability to operationalise at scale
- Highly data‑driven, with experience defining metrics and using insight to drive outcomes
- Comfortable operating as part of a senior leadership team with regional ownership
- Client centric and people first culture carrier
- Experience within the Legal Industry is desirable but not required
What’s in it for you?
👐 A dynamic and inclusive work environment.
💵 Competitive salary and performance-based incentives.
🧘 Wellbeing allowance.
👪 Competitive Paid Parental Leave.
🚀 The chance to be a key player in shaping the company’s success in the UK.
🥡 Office Snacks.
💻 Hybrid working style.
✨ Company provided ai licenses to support productivity.
*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.
Please note: This role is only open to UK residents. Unfortunately, we are not able to offer sponsorship currently.
