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 programRun a dedicated kickoff call with every new signup, and get their first call booked quickly after they sign upEducate new customers on the platform during onboarding — running training sessions and creating resources so they understand core features and best practices from day oneCoordinate with our internal build team on account configuration, intake automation setup, and data migrationMonitor early engagement signals and proactively re-engage accounts that show signs of stallingHand off fully onboarded accounts to the Customer Success team with a clean, documented transitionManage 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 environmentComfort managing 20-30 concurrent onboarding relationships at different stages, keeping meticulous records and hitting deadlines even as priorities shiftExcellent communication skills - you build rapport quickly and can explain technical and workflow concepts clearly to legal professionals who aren't technicalA structured, process-oriented approach to scheduling and follow-through, with a proactive eye for catching stalling accounts or configuration issues before they become blockersProficiency with software tools and a genuine interest in learning new systems - you'll work across our CRM, intake automation, and internal build tools dailyFamiliarity with CRM or intake automation platforms; direct Lawmatics experience is a plus but not requiredA collaborative, self-starter mindset - comfortable working closely with our build team and Customer Success on handoffs, and resilient when priorities shift account to account 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.