Implementation Manager

Own a caseload of new accounts moving through a structured onboarding program

Run a dedicated kickoff call with every new signup, and get their first call booked quickly after they sign up

Educate new customers on the platform during onboarding — running training sessions and creating resources so they understand core features and best practices from day one

Coordinate with our internal build team on account configuration, intake automation setup, and data migration

Monitor early engagement signals and proactively re-engage accounts that show signs of stalling

Hand off fully onboarded accounts to the Customer Success team with a clean, documented transition

Manage unresponsive accounts through a clear escalation process rather than endlessly rescheduling

2+ years of experience in customer onboarding, implementation, or technical support, preferably in a SaaS environment

Comfort managing 20-30 concurrent onboarding relationships at different stages, keeping meticulous records and hitting deadlines even as priorities shift

Excellent communication skills - you build rapport quickly and can explain technical and workflow concepts clearly to legal professionals who aren't technical

A structured, process-oriented approach to scheduling and follow-through, with a proactive eye for catching stalling accounts or configuration issues before they become blockers

Proficiency with software tools and a genuine interest in learning new systems - you'll work across our CRM, intake automation, and internal build tools daily

Familiarity with CRM or intake automation platforms; direct Lawmatics experience is a plus but not required

A collaborative, self-starter mindset - comfortable working closely with our build team and Customer Success on handoffs, and resilient when priorities shift account to account

Lawmatics is the #1 CRM for law firms, supporting the entire client journey from first contact to trusted partnership. Firms use Lawmatics to streamline intake, automate tasks, run marketing campaigns, manage referrals, and track growth — all in one AI-powered platform that keeps business moving forward. To learn more, visit Lawmatics.com .

As an equal opportunity employer, we are proud to celebrate diversity and champion an inclusive workplace. No matter who you are, where you're from, who you love, how you think, or what you believe, all are encouraged to apply.