A. Signup and First Payment
Complete process documentation and controls
Sales Rep marks deal as 'Closed Won' in HubSpot (triggers notification to billing team)
- 01Sales Rep marks deal as 'Closed Won' in HubSpot
- 02Billing team (Claudio/Krystal) receives notification
- 03Claudio creates customer and subscription in billing system (Stripe for legacy, QuickBooks for new)
- 04Claudio sends payment link to customer
- 05Customer enters payment details (ACH preferred, credit card if needed, wire as fallback)
- 06Billing system processes first payment (immediate for monthly-paid, immediate for annual-paid)
- 07Customer account provisioned
- 08Heather's implementation team sends welcome email with login credentials and schedules onboarding
Email: "Welcome to Lendware! Your account is ready. Here's how to get started." Sent by Heather's implementation team after payment success. Onboarding call scheduled.
Payment declined, incorrect seat count entered, duplicate subscription created, customer not provisioned, welcome email not sent, onboarding not scheduled
Billing system payment validation, HubSpot deal stage automation, manual review of seat count by Claudio before provisioning, PostHog event tracking for account creation, Heather's team confirms onboarding scheduled
System of Record
Legacy (pre-March 1, 2026): Stripe | New (March 1, 2026+): QuickBooks + PandaDoc | HubSpot (deal, contact)
Owner
Claudio (Responsible for billing setup), Krystal (Accountable for payment reconciliation), Heather's team (Responsible for welcome email and onboarding scheduling)
Inputs
Customer name, email, seat count, payment method (ACH preferred, credit card secondary, wire tertiary), billing frequency (monthly/annual), contract start date
Outputs
Active subscription in billing system, HubSpot deal marked Closed Won, customer account provisioned, welcome email sent, onboarding scheduled