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Salary: USD 70,000 - 75,000 / annual
Lawmatics is seeking an Implementation Manager based in San Diego, CA to own the complete onboarding journey for new law firm customers. You will serve as the primary guide from contract signature through successful platform adoption, running structured onboarding programs, configuring customer accounts in collaboration with the build team, and ensuring a smooth handoff to the ongoing Customer Success team.
Key responsibilities include:
- Managing a caseload of 20-30 concurrent new accounts at various onboarding stages
- Conducting dedicated kickoff calls with every new customer and scheduling follow-up training sessions
- Educating customers on platform features, best practices, and workflows through training sessions and resource creation
- Coordinating with the internal build team on account configuration, intake automation setup, and data migration
- Monitoring early engagement signals and proactively re-engaging accounts showing signs of stalling
- Managing escalation processes for unresponsive accounts with clear decision criteria
- Delivering fully documented account handoffs to the Customer Success team
The role is hybrid, working in the San Diego office Monday through Wednesday with remote flexibility on Thursday and Friday.
Requirements:
- 2+ years of experience in customer onboarding, implementation, or technical support, preferably in a SaaS environment
- Ability to manage 20-30 concurrent onboarding relationships at different stages with meticulous record-keeping and deadline management
- Excellent communication skills with ability to explain technical and workflow concepts clearly to non-technical legal professionals
- Structured, process-oriented approach to scheduling and follow-through with proactive identification of stalling accounts or configuration issues
- Proficiency with software tools and genuine interest in learning new systems (CRM, intake automation, internal build tools)
- Familiarity with CRM or intake automation platforms; direct Lawmatics experience is a plus but not required
- Collaborative, self-starter mindset comfortable working closely with build and Customer Success teams
