RACI Matrix
Responsibility assignment for all billing stages
RACI Legend
Understanding responsibility levels
R
Responsible
Does the work
A
Accountable
Approves & owns outcome
C
Consulted
Provides input
I
Informed
Kept updated
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Show only stages where this role is Responsible or Accountable
Responsibility Matrix
All 10 billing stages
| Stage | Rep (Claudio) | Controller (Krystal) | Support (Tim's Team) | Implementation (Heather's Team) | Customer |
|---|---|---|---|---|---|
| A. Signup & First Payment | R | A | I | I | C |
| B. Onboarding & Activation | I | C | I | R | A |
| C. Cross-Sell (Upgrade) | R | A | I | I | C |
| D. Expansion (Seat Adds) | R | A | I | I | C |
| E. Contraction (Seat Reductions) | R | A | I | I | C |
| F. Renewal | R | A | I | I | C |
| G. Churn (Voluntary) | I | R | A | I | C |
| H. Collections & Dunning | R | A | I | I | I |
| I. Refunds & Disputes | I | A | R | I | C |
| J. Exceptions | R | A | I | I | C |
Team Structure & Access
Claudio (Rep)
- • Access: Stripe (legacy), QuickBooks (new), HubSpot
- • Responsible for: Billing setup, subscription updates, customer communication
- • Reports to: Krystal (Controller)
Krystal (Controller)
- • Access: Stripe (legacy), QuickBooks (new), HubSpot, PostHog
- • Accountable for: Payment reconciliation, invoicing, approvals, dispute monitoring
- • Final approver for: Refunds, credits, exceptions
Support Team (Tim's Team)
- • Access: HubSpot tickets, Auth0 (account suspension)
- • No access to: Stripe or QuickBooks billing systems
- • Uses: "churn channel" (Slack) for cancellation requests
Implementation Team (Heather's Team)
- • Access: Customer onboarding platform, email
- • Responsible for: Welcome emails, onboarding scheduling, initial setup guidance
- • Handoff to: Support team after onboarding completion
Customer
- • Roles: Admin, Billing Admin, End User
- • Consulted for: All billing changes, upgrades, expansions
- • Approves: Payment, contract changes, cancellations
Tim (Monitoring)
- • Monitors: "upgrade" Slack channel for unreported user additions
- • Action: Tags account manager or Krystal when new user detected