Implementation Manager
About this role
The Role
Lawmatics is looking for an Implementation Manager, based in San Diego, CA, to own the onboarding of a new customer's journey with us. From the moment a law firm signs up, you're their guide - running a structured onboarding program, configuring their account with support from our build team, and setting them up to succeed before handing them off to their ongoing Customer Success Manager.
Please note: We are a hybrid company that works out of our office in San Diego, CA Monday through Wednesday, with the option to work remotely on Thursday and Friday.
What You'll Do
- 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
What You'll Bring
- 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
#LI-REMOTE
About Lawmatics
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.
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You'll be redirected to lawmatics's official application page on Greenhouse.