Lendware

Billing Operations Map

Team: 1 Controller, 1 Rep

Tech: Stripe, QuickBooks, HubSpot

B. Onboarding and Activation Gates

Complete process documentation and controls

Trigger

Customer receives welcome email and login credentials from Heather's implementation team

Process Steps
  1. 01Customer logs in for the first time (tracked in PostHog)
  2. 02Customer completes onboarding with Heather's implementation team (add users, configure settings)
  3. 03After onboarding completion, customer handed off to support team
  4. 04Krystal confirms entitlements match seat count in billing system
  5. 05If no login within 7 days, Rep sends follow-up email
Customer Touchpoint

Email (Day 3): "Need help getting started?" Email (Day 7): "We noticed you haven't logged in yet. Let's schedule a quick call."

Failure Modes

Customer doesn't log in, entitlements not provisioned, onboarding not completed, handoff to support missed

Controls

PostHog activation tracking, automated email triggers, Rep manual review of new customers weekly, Heather's team confirms handoff to support

Stage Metadata
Quick reference information

System of Record

PostHog (activation events), Stripe/QuickBooks (entitlements)

Owner

Heather's team (Responsible for onboarding), Krystal (Accountable for entitlement accuracy), Support team (Responsible for post-onboarding assistance)

Inputs

Customer email, subscription ID, seat count

Outputs

Customer activated, onboarding completed, customer handed to support, PostHog events logged

RACI Roles
RResponsible (does the work)
AAccountable (decision-maker)
CConsulted (provides input)
IInformed (kept in loop)