Client Experience and Revenue Growth Manager
Location: Atlanta, San Francisco, New York, or Remote
Employment Type: Full-time
Compensation: Competitive base salary + performance bonuses based on credit-hour productivity, quality of work, and great customers interaction.
Reports to: Managing Partner
About Us
aiLegal is an immigration law firm powered by AI technology with a strong reputation for delivering excellence, efficiency, and client-centric service. We handle a wide spectrum of immigration cases including family immigration, humanitarian matters, business immigration, consular processing, removal defense, and federal litigation.
We operate on a flat rate model with assigned credit hours per case type and enforce high accountability in meeting deadlines and productivity benchmarks. Each team member is expected to deliver at least 100 credit hours per month.
Our unique service model ensures speed, standardization, and client satisfaction by structuring every case into a clear assembly-line pipeline.
We are seeking experienced and self-driven Client Experience and Revenue Growth Manager. This role has a mission to build aiLegal’s first end-to-end Client experience + Revenue + Knowledge Engine. You own the full client lifecycle, from first inquiry through signed engagement and ongoing service, while also building the internal knowledge systems that enable customer support and sales to perform consistently. You mandate - deliver exceptional client experience, predictable revenue growth, and a scalable knowledge foundation.
This a builder role. You are responsible for turning people + information into systems.
This role is not for candidates who:
✘ move slowly
✘ resist using technology and/or is not tech savvy
✘ require handholding
✘ cannot manage deadlines
✘ dislike KPIs
✘ lack ownership, accountability, or flexibility
✘ can not produce results within defined timelines
✘ brings drama or an ego that requires its own parking space
This role is for candidates who are:
✔ disciplined high-performers
✔ outstanding writers and strategists
✔ tech-comfortable professionals
✔ deadline-sensitive professionals
✔ professionals who can take full ownership of job responsibility
✔ professionals who thrive in well-structured, high-accountability environments
✔ professionals who bring curiosity, humility, and professionalism
Why This Role Exists
Today:
Customer support performs legal service agreement follow-ups without sales discipline
No CRM or unified lead tracking
No conversion KPIs
No outbound sales
No centralized knowledge base for staff
Client answers depend on individual memory and knowledge
Service quality varies by person.
No visibility into client journey
Client experience and revenue are disconnected
aiLegal is scaling fast. This role exists to unify:
Customer support
Sales conversion
Lead tracking
Revenue accountability
Client experience
Knowledge infrastructure
into one coherent operating system. You are the owner of that system.
Key Responsibilities
Own Client Experience and Customer Support Performance - You directly manage customer support specialists and are accountable for both service quality and measurable output. You will design, implement, and enforce KPIs for customer support.
This include:
Defining role-specific KPIs (response time, follow-ups, booking rates, resolution time)
Daily activity tracking
Weekly performance reviews
Individual coaching plans
Performance improvement plans
Replacement of underperformers when necessary
You will ensure customer support operates as a performance-driven client success function, not an administrative role.
Specific ownership:
Client communication standards (tone, accuracy, professionalism)
Lead follow-up execution
Attorney legal service agreements follow-ups
Consultation booking support
Client onboarding coordination
Issue escalation workflows
Client satisfaction monitoring
Retention support
You will build a culture where
Every client interaction is measured
Every missed follow-up is visible
Every team member knows their numbers
Build and Operate Customer Support KPI System - You are responsible for creating the customer support performance framework, including:
Individual KPIs
New lead response time
Number of outbound follow-ups per day
Consultation booking supported
Retainer follow-ups completed
Client inquires resolved
SLA compliance rate
Knowledge base usage
Conversion contribution
Team KPIs
Lead response SLA compliance ≥ 95%
Follow-up competition ≥ 95%
Consultation support conversion rate
Client onboarding completion time
Client satisfaction indicators
You will:
Implement dashboards
Run weekly KPI reviews
Enforce accountability
Drive continuous improvement
Build Revenue Infrastructure for Inbound and Outbound Sales
You will design and implement:
Central CRM
Unified intake (phone, web, referrals, chat, email, social media)
Funnel stages:
New Lead
Qualified
Consultation Booked
Legal Service Agreement Sent
Retained
Onboarding Complete
Active Client
Lost (with reason-coded)
Plus:
Lead source attribution
Revenue dashboards
Customer support activity tracking
You own inbound conversion and outbound design.
Build and Own Knowledge Base - You are accountable for creating aiLegal’s first operational knowledge system.
This includes:
Centralized knowledge repository (policies, FAQ, case types, pricing logic, workflows)
Sales enable content
Customer support playbooks
Qualification guides
Objection handling
Client communication templates
Escalation matrices
You will:
Extract knowledge from attorneys and other legal professionals
Structure it into usable formats
Maintain version control
Ensure updates as laws/processes change
Train staff on usage
Goal:
Customer support and sales never “guess”. They operate from documented truth.
Own Inbound Conversion
You manage:
Lead response speed
Qualification framework
Consultation booking
Retainer follow-ups
Conversion optimization
You will:
Train support into client specialists
Implement scripts
Coach objection handling
Enforce daily activity standards
Replace underperformance when needed
Introduce Outbound (Phase 2) - After inbound + support + knowledge are stable, you design outbound for:
Employers
Investors
High achiever talents
High net worth immigrants
Immigrants with complex history who can not afford losing a case
ICP definition
Outreach sequences
Booking funnels
ROI tracking
KPI Ownership (Client + Revenue + Knowledge + Support Performance) - You own all metrics:
Revenue KPIs
Client experience KPIs
Knowledge system KPIs
Customer support KPIs
Weekly dashboards
Monthly reviews
Qualifications
Must-Have
Bachelor’s degree, business, operations, marketing, or related field preferred
5+ years of experience in customer support/client success management, sales operations/revenue operations, inbound sales management.
3+ years managing customer-facing teams (support and/or sales)
Proven experience implementing a CRM
Demonstrated success improving conversion rates and building KPI-driven teams
Experience building SOPs, playbooks, or internal knowledge bases
Startup or scale-up experience strongly preferred
Professional service or legal environment strongly preferred
Core Competencies
Revenue and Operations
Ability to design and manage sales funnels (Lead → Consultation → Retainer → Case Onboarding → Ongoing Client Care → Retention / Expansion)
Strong understanding of inbound sales conversion systems
Experience launching or contributing to outbound sales programs
Comfortable owning revenue-related KPIs and growth targets
Able to translate strategy into daily execution
Customer Support Leadership
Experience managing customer support specialists with measurable KPIs
Ability to build and enforce:Response-time SLAs
Follow-up standards
Service quality benchmarks
Proven capability to coach, performance-manage, and replace underperformers
Strong client communication standards (professional, clear, and empathetic)
Knowledge Systems
Experience building and maintaining internal knowledge bases
Ability to extract knowledge from subject-matter experts and convert it to usable documentation
Skilled at organizing complex information into SOPs, scripts, FAQs, and playbooks
Comfortable owning documentation governance (accuracy, updates, adoption)
Leadership and Personal Attributes
Highly organized and systems-oriented
Data-driven, manage by metrics, not opinions
Takes full ownership of outcomes
Comfortable in high-accountability environments
Able to give direct feedback and enforce standards
Proactive problem solver
Thrives in fast-paced, build-from-scratch environments
KPI Framework
This role is accountable for Client Experience + Revenue + Knowledge Systems + Customer Support Performance
KPIs are reviewed weekly and monthly.
Revenue KPIs
Inbound Conversion
Lead → Consultation Booking Rate: Target ≥ 60%
Consultation → Retained Client Rate: Target 45–55%
Revenue Performance
Monthly retained revenue growth aligned with firm’s $10M annual run-rate goal
Revenue per lead (tracked by source)
Sales cycle length (Lead → Retainer): continuous reduction
Outbound (By month 6)
Qualified outbound consultations: 10-20 per month
Outbound retained clients tracked monthly
Client Experience KPIs
New lead first response time: < 5 minutes during business hours
Client inquiry response time: < 4 business hours
Retained client onboarding completed within 3 business days
Client issue resolution with SLA: ≥ 90%
Client retention rate: tracked quarterly
Repeat engagement rate: tracked annually
Customer Support Specialist KPIs (Built and Enforced by This Role)
The position must design, implement, and enforce individual and team KPIs, including:
Individual Specialist KPIs
Lead response SLA compliance
Daily follow-up completion
Consultation booking support
Retainer follow-ups completed
Client inquiries resolved
Knowledge base usage
Contribution to conversions
Team KPIs
Lead response SLA compliance: ≥ 95%
Follow-up completion rate: ≥ 95%
Client onboarding completion with SLA
Support ticket resolution within SLA
Weekly KPI review cadence maintained
Underperformers must be coached or exited within 60 days.
Knowledge System KPIs
First 90 days
Central knowledge base launched
Customer support SOPs completed
Sales scripts and qualification guides documented
Escalation matrix finalized
Core client FAQ published
Ongoing
≥ 90% of support/sales staff actively using the knowledge base weekly
100% of common client questions documented
All service types have playbooks
Content reviewed and updated monthly
Zero “freestyle” responses on core topics
Operational KPIs
100% of leads tracked in CRM
≥ 95% of lost leads coded with reason
Weekly dashboards operational
Monthly performance reports delivered to Managing Partner
In simple terms, this role succeeds if:
Revenue grows predictably
Conversion rates improve
Customer support is measurable and accountable
Knowledge is centralized and actually used
Client experience is consistent
Nothing important operates on memory or guesswork
Compensation and Benefits
Competitive base salary + performance-based bonuses
Health, dental, vision, and life insurance
401(k) with employer contribution
Paid time off
Career growth opportunity in a fast-scaling, and technology driven practice.
Why Join aiLegal
Be part of a visionary firm revolutionizing immigration law through AI and automation.
Collaborate with a high-performing, mission-driven team.
Enjoy a culture of transparency, innovation, and recognition.
Gain opportunities for career growth and leadership advancement.
Competitive pay structure with performance incentives and bonuses.