Revenue & Client Experience Leader

Position Summary The Cromeens Law Firm is seeking a commercially sharp, operationally disciplined Revenue & Client Experience Leader to build and lead the systems that move a prospect from first contact to retained, well-served client. This leader will own marketing performance, lead generation, intake, consultation conversion, client onboarding, client communication standards, retention, reviews, referrals, and the systems connecting those functions. The firm is building a subscription-first legal-services model for construction businesses. This role will help turn that model into a clear market message, a repeatable acquisition process, and a consistent client experience. This is not a role for someone who only manages social media, oversees an agency, or produces marketing content. You must understand how marketing produces demand, how intake qualifies it, how consultations convert it, and how client experience protects revenue and creates referrals. The right person can lead people, manage vendors, use data to make decisions, improve underperforming systems, and create accountability across the full client journey. Mission of the Role Build a measurable, repeatable revenue and client-experience system that: Attracts more qualified construction-business prospects Converts qualified leads into the right legal engagements Increases adoption of the firm’s subscription litigation model Creates a fast, professional, high-trust intake and onboarding experience Improves client communication, retention, collections, reviews, and referrals Gives the CEO clear visibility into what produces retained revenue, what does not, and what needs to change Removes the CEO as the default owner of marketing management, intake issues, vendor management, and routine client-service escalations Core Responsibilities Revenue System Ownership Own the performance and improvement of the revenue system from first touch through retained client, repeat engagement, and referral. Turn firm targets into measurable marketing, intake, consultation, conversion, onboarding, and retention goals. Build a clear view of the funnel: lead source → qualified consultation → offer → signed engagement → subscription sold → collected revenue. Identify the highest-leverage acquisition pathways and recommend which channels to scale, improve, pause, or eliminate. Partner with the CEO and Head of Legal Delivery to align demand generation, consultation volume, attorney capacity, client onboarding, and legal delivery. Bring recommendations and solutions to the CEO, not just reports and problems. Marketing Leadership Lead marketing strategy across SEO, website conversion, email marketing, content, paid search, referral relationships, partnerships, events, webinars, social media, and other relevant channels. Ensure the subscription litigation message is clear and consistent across the website, campaigns, intake materials, consultations, and client communications. Manage internal marketing team members, agencies, contractors, and external vendors. Establish clear deliverables, timelines, budgets, reporting standards, and ROI expectations for marketing vendors. Improve the website, landing pages, educational content, email campaigns, lead magnets, and calls to action to increase qualified consultations. Build education-first campaigns that help prospects understand predictable-cost litigation and differentiate the firm from traditional hourly billing. Develop strategic partnerships with organizations that serve contractors and construction businesses, including lenders, software platforms, associations, and related service providers. Ensure marketing is measured by qualified leads, retained matters, collected revenue, and ROI—not impressions, posts, or followers. Intake and Consultation Conversion Lead the intake and consultation process from first inquiry through signed engagement agreement and handoff to legal delivery. Build clear intake roles, scripts, follow-up standards, qualification criteria, and performance expectations. Ensure leads receive timely, professional communication and that attorneys’ time is protected from low-fit or unprepared prospects. Improve consultation preparation, prospect education, objection handling, engagement presentation, and follow-up. Track why prospects do and do not hire the firm, then use the data to improve positioning, qualification, pricing communication, and sales process. Build a consultation process that improves conversion without pushing low-fit, high-friction, or unprofitable work into legal delivery. Partner with legal leadership to ensure intake and consultation communications accurately represent the firm’s services and remain within appropriate legal boundaries. Client Experience, Retention, and Referrals Own firm-wide standards for client communication, responsiveness, onboarding, issue resolution, satisfaction, reviews, referrals, and retention. Map the client journey and identify where clients become confused, frustrated, disengaged, difficult to collect from, or unlikely to refer. Create onboarding standards that clearly set expectations around scope, communication, billing or subscription structure, and next steps. Establish a client-service escalation process with clear ownership and response standards. Use feedback, reviews, complaint patterns, collections data, and retention data to identify root causes and improve the system. Create repeatable processes for review requests, referral requests, re-engagement campaigns, and client education. Ensure the firm’s marketing promises match the actual client experience. Systems, Metrics, and Accountability Build and maintain a weekly dashboard covering the full revenue funnel. Establish KPIs, named owners, meeting rhythms, and performance expectations for marketing, intake, follow-up, and client experience. Improve CRM and Clio workflows so lead source, qualification, follow-up, conversion, subscription sales, collected revenue, and client outcomes can be tracked reliably. Identify bottlenecks and fix the underlying system rather than treating symptoms. Treat major marketing, intake, and conversion changes as measurable hypotheses with a pass/fail metric and decision date. Core KPIs The Revenue & Client Experience Leader will be accountable for improving and reporting on: Demand Generation Qualified leads by source Cost per qualified lead Website and landing-page conversion rate Email engagement and conversion SEO-driven qualified leads Paid-channel ROI Partnership- and referral-sourced opportunities Intake and Conversion Speed to lead Contact rate Consultation booking rate Consultation show rate Qualified-consultation rate Engagement conversion rate Subscription-offer rate Subscription conversion rate Follow-up completion rate Reasons opportunities are lost Client Experience and Revenue Quality Time from signed engagement to completed onboarding Client response-time standards Client satisfaction and complaint trends Online-review volume and rating Referral volume Retention and repeat engagement Collection rate and aged receivables connected to client-experience failures Revenue by service line, channel, and client segment First 90-Day Outcomes First 30 Days Assess current marketing, intake, consultation, onboarding, and client-experience systems. Review active marketing channels, vendors, spend, reporting, and available ROI data. Audit the intake funnel from first contact through signed engagement. Assess team capability, role clarity, performance, and leadership gaps. Establish a baseline dashboard using reliable data currently available. Identify the five biggest bottlenecks limiting qualified lead flow, conversion, subscription adoption, or client experience. Present a prioritized 90-day improvement plan to the CEO. Days 31–60 Implement marketing, intake, and client-service KPIs with named owners. Establish a weekly revenue and client-experience performance meeting. Improve lead response time, follow-up consistency, and qualification standards. Recommend specific vendor, channel, website, campaign, or process changes based on evidence. Launch or improve an educational campaign supporting subscription litigation. Create the first formal client journey and service-recovery process. Document the subscription pitch, common objections, proof assets, and follow-up sequence. Identify team performance gaps and recommend development, role changes, or hiring. Days 61–90 Operate the revenue and client-experience cadence with minimal CEO direction. Deliver a measurable plan for the following two quarters. Implement reliable tracking from lead source through signed engagement, subscription sold, and collected revenue. Improve at least one material conversion constraint, such as speed to lead, show rate, consultation conversion, subscription-offer rate, or subscription conversion. Establish documented intake playbooks, qualification criteria, follow-up standards, and client onboarding processes. Present a channel decision: what to scale, improve, pause, or eliminate. Set a dated plan to increase subscription offers and sustain 10 or more subscription sales per month once the baseline and capacity data are validated. Required Qualifications 6+ years of progressive leadership experience in revenue operations, marketing, sales, business development, client experience, or a related commercial function. Demonstrated experience leading at least two connected functions, ideally marketing and sales/intake, or sales/intake and client experience. Strong understanding of digital marketing, SEO, email marketing, CRM systems, content strategy, conversion optimization, and attribution. Experience building or improving sales processes, intake systems, pipelines, follow-up standards, and conversion reporting. Proven ability to manage agencies, contractors, vendors, and internal team members against measurable outcomes. Strong commercial judgment and ability to connect activity to retained and collected revenue. Experience using data to identify funnel bottlenecks and make decisions. Experience leading people, setting standards, and handling direct performance conversations. Exceptional written and verbal communication skills. High ownership, follow-through, and comfort operating in a fast-moving environment. Preferred Qualifications Experience in legal services, professional services, construction, financial services, or another high-trust consultative-sales environment. Experience with recurring-revenue, subscription, membership, or alternative-fee service models. Experience building a revenue or client-experience function in a founder-led small-to-mid-sized business. Experience with Clio, HubSpot, Salesforce, or similar CRM and intake systems. Experience selling to contractors, construction businesses, business owners, or B2B service buyers. Experience managing both internal commercial teams and external marketing partners. What Will Not Work in This Role This role is not a fit for someone who: Measures marketing success primarily through posts, impressions, or followers. Manages agencies without holding them accountable for qualified leads, retained revenue, and ROI. Has never owned a conversion, sales, intake, or retention metric. Avoids dashboards, attribution, data, or direct performance conversations. Treats client experience as separate from revenue. Needs the CEO to make routine vendor, team, or process decisions. Views intake as administrative work rather than a revenue-critical system. Creates more activity when the real need is stronger qualification, conversion, positioning, or channel discipline. Leadership Traits We Value Commercially sharp and accountable Clear, direct, and calm under pressure Strong people leader who sets standards and follows through Comfortable with both strategy and execution Data-driven without becoming detached from client reality Able to challenge legacy practices with respect and evidence A systems builder who reduces founder dependency Focused on outcomes, not activity Compensation Compensation will include a competitive base salary plus performance-based incentive tied to outcomes the role can directly influence. The incentive scorecard should include: Qualified lead volume and quality Consultation and engagement conversion Subscription-offer and subscription-conversion rates Retained and collected revenue Client retention and referral performance Marketing ROI Lead response-time and follow-up compliance Do not tie the incentive primarily to total firm revenue. That would reward or punish this person for legal-delivery capacity, case outcomes, and variables outside their control. The non-negotiable: This person must own the connected system across marketing, intake, consultation conversion, onboarding, and client experience. If these functions continue operating separately, you will keep diagnosing handoff failures as a marketing problem.