Implementation Manager

Lawmatics•San Diego, CA

1d•Hybrid

About The Position

Lawmatics is looking for an Implementation Manager to own the onboarding of a new customer's journey. This role involves running a structured onboarding program, configuring accounts with support from the build team, and setting customers up for success before handing them off to their ongoing Customer Success Manager. Lawmatics is a hybrid company, working out of their San Diego, CA office Monday through Wednesday, with the option to work remotely on Thursday and Friday.

Requirements

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
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

Nice To Haves

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

Responsibilities

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