Implementation Manager

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

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