The Modern CRO: Leading Revenue Across Sales and CS - with Mark Reich

You closed the deal. Now who owns the customer?Most revenue organisations are built to win new business. Far fewer are built to keep it and grow it. Mark Reich, CRO of Lawpilots, has spent the last two years rebuilding exactly that: a full revenue engine where sales and customer success aren't siloed functions but two sides of the same customer relationship.In this episode:✌️ Win #1 — The hunter-farmer split that changed the game: how Mark restructured lawpilots' revenue org with specialised roles, separate incentive structures, and a clear handoff model and why that focus fixed both the new business and post-sales motion.✌️ Win #2 — From product-led to service-led CS: how shifting to a project management mindset, in-person workshops, and proactive adoption tracking drove a 10% NRR improvement in year one.🌱 Fail — The inbound-led outbound machine that nobody could operate: Mark's team built a sophisticated, intent-driven outbound system with enrichment flows, ABM triggers, and multi-stakeholder sequencing. It took four months to set up. The sales team couldn't use it.If you're a CRO, VP Sales, or CS leader trying to connect the full revenue arc — from pipeline to retention — this episode gives you a grounded, honest look at what actually moves the needle.Connect with Mark:🔗 LinkedIn: https://www.linkedin.com/in/mark-reich/🔗 Lawpilots: https://lawpilots.com🎙️ Beyond Revenue is hosted by Michael Jäger, Managing Partner at Cremanski & Company. New episodes every Friday.⏱️ Episode Timestamps00:00 — Intro & Mark's background01:17 — How Mark defines the CRO role at lawpilots02:59 — How the CRO role has changed in five years05:22 — Sales vs CS: the biggest source of friction07:42 — CRO best practices that do more harm than good (OKRs)11:38 — Win #1: The hunter-farmer split and role specialisation13:40 — Win #2: Moving CS from product-led to service-led16:47 — The result: 10% NRR improvement in year one17:25 — The fail: the outbound machine nobody could run20:18 — Key takeaways23:01 — Where to find Mark