Senior Implementation Manager

Job Title: Senior Implementation Manager

Reports to: Director of Customer Success

Organization: Customer Success

Job Summary

This role serves as the primary post-sales point of contact for customers and leads the implementation process across internal and external teams. The Implementation Manager guides new customers through a structured, consultative onboarding experience, managing the handoff from Sales and ensuring firms are fully educated on Case Status products and services.

The Senior Implementation Manager owns the end-to-end implementation process, including system setup, configuration, and activation for newly launching firms, and manages the project through a successful transition to Client Success. The role works closely with Sales and Customer Success Managers to support a seamless customer lifecycle, advocating for customer needs and solutions that drive adoption and retention. As the liaison from post-sale through onboarding, this role ensures alignment, accountability, and a strong foundation for long-term customer success.

Responsibilities

• Lead implementations, including oversight of the project plan, stakeholder management and timeline
• Serves as expert consultant regarding product set-up/configuration, functionality, and best practices
• Conducts discovery sessions with new customers, in particular engaging the firms’ Case Status key users and decision makers.
• Demonstrates strong consultative and advisory skills to drive confident buyers and product stickiness
• Develops implementation project plans and maintains documentation and timeline of implementation projects and customer sentiment along the way
• Utilizes rolling implementation metrics to improve processes and tweak touch points to drive results
• Delivers prescriptive and consultative product sessions for internal firm project owners, setting the scene for a smooth transition for all users to receive full functionality training once transferred to the Software Trainer
• Serves as liaison to Sales, Software Trainers, and Account Managers, cascading information regarding implementation projects as applicable including scoping and planning for enterprise customers
• Develops and maintains systematic communication of product feedback and requests with the Product team
• Maintains consistent and competent usage of our internal tools to run the business effectively (CRM, Data tools, project management tools, etc.)
  
  

Qualifications

• 4 years’ experience in a project management or implementation type role, preferably in the technology world
• Detailed product functionality knowledge
• Outstanding verbal and written communication skills, with demonstrated executive presence
• Strong organizational skills, including ability to follow processes and needs for consulting sessions
• Strong analytical approach to determine advantageous solutions for our business and the customer
• Strong attention to detail and process
  
  

Results This Role Will Drive

• Engagement and buy-in from firm decision makers and key users, positively impacting monthly recurring revenue
• Successful, cohesive firm launches which lead to engaged, confident users and product adoptions
• Streamlined onboarding processes to improve the customer experience and potential for referrals
• Trusted advisors of legal tech within our market space, driving brand awareness and recognition
• Successful business impact as measured and assessed by quarterly goals and objective
  
  

Location:

This is an on-site role based out of our Daniel Island, SC. office. Applicants not currently located in Charleston, SC need not apply.

Why Case Status

We’re one of the fastest-growing, venture-backed tech startups based out of beautiful Charleston, SC., most recently ranking #50 on the Inc. 5000 list of fastest growing software companies. With a total market opportunity of almost $5B, we’ve been making big waves in the legal industry by enabling our customers to provide their clients real-time case status communications, proprietary progress tracking, smart scheduling, custom legal NPS system and more. We are completely transforming how law firms interact with their clients through a combination of cutting-edge software, AI technology, innovative solutions and a bunch of really “rad” people.

What Do We Mean By “rad”? You Must Not Be From The 80s! Here’s What It Means To Be RAD At Case Status

Radically Disruptive - We make a point to go above and beyond in everything we do. Through creativity, diligence and clear expectations, we proactively challenge the status quo, embrace failure, and adapt when necessary for the greater good of the mission.

Actively Curious - Making an impact on our customers and their clients’ matters deeply to us. We value humility and solve for others first. When we are faced with challenges, we desire to delight our customers at every chance. We are curious in our approach, humble in our execution, and confident in our vision.

Dedicated to our Team - Being fully committed means being dependable, taking responsibility for challenges, sharing accolades widely, and checking our egos at the door. We value a strong culture and contribute to its success by taking care of each other; growing professionally, and celebrating our accomplishments.

We’re not just on a mission to transform the legal industry (or bring the word “rad” back to the mainstream, that’s just a bonus). We’re on a mission to help every legal firm profoundly improve their client experience. We want to help every client have a 5 star experience with their attorney. Because every customer is important to us, and so every client matters.

Benefits

We firmly believe that investing in our employees’ well-being and empowering them through a competitive total rewards philosophy is the only way to go.

Some Of Our Perks Include

• Unlimited Paid Time Off (with manager approval and after a short period of employment)
• Leading Medical, Dental and Vision Plans with HSA options and 24/7 EAP
• Monthly reimbursement allowance for health and wellness purchases
• Matching 401(k) contribution program after 3 months of employment
• Incentives for ownership in Case Status through its stock option plan (subject to board approval)
• Quarterly recharge days, 11 company-paid holidays, and more