Business & Operations

Weekly cross-functional metrics report covering five sections: revenue system pipeline (new logo + expansion + renewal pipelines across Sales and CS), handoff quality (RevOps/CS ops), CS capacity status (leadership), early churn flags with account names (#cs-leadership only), outcome realization summary (aggregate to all, account-level to #cs-leadership). All Slack posts require Write-tier confirmation. Triggers: 'weekly pulse', 'GTM metrics', 'alignment pulse', 'cross-functional metrics', 'r...

Monitors unit economics of growth against the UoG annual plan baseline on three vectors: new logo/Sales-owned (CAC, time-to-first-value, ARR-at-12-months), expansion NRR/CS-owned (NRR by cohort vs. modeled), retention GRR/CS-owned (GRR vs. modeled). Vectors 2–3 are CS accountability signals routed to CS leadership. Fires a variance memo when any vector diverges >15% (NRR: >5pp, GRR: >3pp). Routes to mid-year-replan-triggering when threshold is crossed. Triggers: 'plan vs actual', 'growth mode...

Compares submitted forecast to actual closed/won outcomes. Classifies variance by root cause: rep-level, deal-size band, stage-entry, seasonal, or product/segment. Surfaces systemic patterns — not one-off explanations. Minimum: 3 deals or 2 consecutive quarters before a pattern is surfaced. Triggers: 'why did we miss', 'forecast variance', 'call accuracy', 'forecast accuracy by rep', 'what caused the miss'.

Tracks required field completion rates by stage gate across both Sales new-logo pipeline and CS expansion/renewal pipeline. Flags missing data that will break downstream forecasting before quarter close. CS expansion gates include OCV entry reference, commercial terms, and churn risk resolution. Escalates deals in Negotiation+ or Commercial Terms+ with missing fields 2 weeks before quarter close. Triggers: 'missing fields', 'field completion', 'gate fields', 'pre-quarter-close hygiene', 'what...

Three-tier churn signal model starting at deal close (not renewal). Tier 1 fires at close using configurable rule-mode thresholds (or cohort-mode correlations when 6+ months of data available). Tier 2 fires 30–90 days post-onboarding on behavioral signals. Tier 3 fires 90–120 days pre-renewal on late-stage risk. Every flag includes escalation path and owner. Triggers: 'churn signals', 'early churn', 'downgrade risk', 'at-risk accounts', 'churn detection', 'which accounts are at risk of churni...

Flags deals where discount exceeds the approved threshold for that segment. Routes approval to the correct authority based on discount depth using thresholds from company profile. Tracks discount frequency by rep and segment. Never approves deals autonomously. Triggers: 'discount approval', 'discount threshold', 'discount frequency by rep', 'is this discount approved', 'flag a discount'.

Links every closed/won opportunity to its downstream CS trajectory using the OCV Outcome Catalog. At deal close: checks catalog completeness (OCV entry, trigger match, measurement source). At 30/60/90/180-day checkpoints: assesses L0–L3 rubric level per OCV entry. When OCV catalog is absent: falls back to structural risk signals with [Confidence: Low]. Triggers: 'outcome tracing', 'what did we promise [account]', 'deal-to-outcome', 'track outcomes for [account]', 'which rubric level is [accou...

Scores each open opportunity on five dimensions (activity recency, stakeholder coverage, stage-age ratio, competitive signal, rep forecast accuracy history). Composite 0–100 score. Deals below 50 flagged for next-best-action. Triggers: 'deal health', 'health score', 'which deals are at risk', 'pipeline health', 'risky deals this quarter'.

Manages the complete deal desk approval routing workflow: submit → review → route → decide → log. Assembles context brief (discount rationale, competitive context, Tier 1 churn risk signal) before routing to approver. Enforces SLA (24h standard, 4h final 2 weeks of quarter). SLA breach escalates to #revops-ops. Triggers: 'deal desk', 'approval workflow', 'route for approval', 'deal approval status', 'process a deal desk request'.

Independently scores each open opportunity as Commit / Best Case / Pipeline using CRM activity data — without relying on rep self-reporting. Surfaces delta vs. rep's stated forecast category when classification disagrees by more than one tier. Triggers: 'deal classification', 'classify the pipeline', 'commit vs best case', 'independent forecast', 'override rep call'.

Monitors contact and account data freshness. Flags records where title, company, or contact data has likely changed and enrichment is overdue. Decay signals: contact title unchanged >18 months, account employee count stale >12 months, primary contact no email activity >6 months, account domain change detected. Prioritizes enterprise accounts. Triggers: 'stale contacts', 'data decay', 'enrichment needed', 'contact freshness', 'stale account data'.

Manages the lifecycle of Customer Success Qualified Leads (CSQLs) — create, update, close, and query operations — with persistent filesystem storage, status state machine enforcement, and inter-skill contract consumption from csm:expansion-business-case.

Traces conflicting numbers from different sources (CRM vs. Finance Sheets vs. CS platform) to their root cause. Applies data authority hierarchy: HubSpot > Finance Sheets > CS platform > Slack/Linear. Produces a reconciliation memo with source attribution and recommended resolution. Never silently resolves conflicts. Triggers: 'which number is right', 'reconcile', 'conflicting numbers', 'CRM vs Sheets', 'our ARR numbers don't match', 'why is the pipeline number different'.

Overall CRM health score plus rep-level hygiene scorecard across three dimensions: completeness, accuracy, and recency. Produces weekly hygiene report for RevOps review before sharing with Sales managers. Never writes to CRM — all corrections are proposals. Triggers: 'CRM hygiene', 'data quality', 'hygiene report', 'field completeness', 'CRM health score'.

Models comp plan payout scenarios before plan is finalized. Stress-tests OTE, accelerators, and threshold structures against attainment distributions (50/65/75/85/100%). Surfaces cost-to-company and unintended payout behaviors. G3 applies — all outputs require HR + Finance dual review before rep distribution. Triggers: 'comp simulation', 'model comp payouts', 'comp plan cost', 'stress test comp plan', 'what does the plan cost at 80/100/120%'.

Converts rolling sales forecast into CS resource demand using UoG formulas. Runs three-scenario capacity check (P10/P50/P90 from scenario-modeling). Compares projected CSM demand to current headcount and UoG annual plan baseline. Surfaces CS capacity gaps with a hiring lead time flag. Updates when SA1 forecast moves >10%. Triggers: 'CS capacity', 'can CS absorb', 'CSM headcount needed', 'CS ceiling', 'will CS be able to handle new logos'.

Produces a three-part communication package for sensitive planning changes: (1) data-backed rationale memo for reps, (2) FAQ with top 5 anticipated objections and data responses, (3) rollout sequence with audience, channel, and order. Triggered automatically by annual-planning-workflow for territory, quota, or comp changes. Requires RevOps lead review before any distribution. Triggers: 'communicate changes', 'territory announcement', 'quota rationale', 'comp change communication', 'help me te...

Orchestrates the six-phase annual (or mid-year) planning cycle: forecast scenarios → UoG three-scenario capacity modeling → quota sensitivity → comp simulation → baseline save → change communication. Each phase gates on human approval before the next begins. Invokes unit-of-growth-calculator for capacity modeling. Triggers: 'annual planning', 'planning cycle', 'run the plan', 'quota comp planning', 'mid-year replan'.

Structured churn risk assessment for a single renewal account. Aggregates signals across product usage, engagement, support history, sentiment, and relationship health into a risk tier (Low / Medium / High / Critical) with an escalation routing recommendation and TARO play suggestion. Use at the 90/60/30-day outreach windows, when a churn signal is detected, or when an account needs triage before a pipeline review. Pulls live data from CRM and CS Platform when connectors are available.

Build a weighted renewal forecast for your book of business with scenario modeling (best / likely / worst), pipeline breakdown by stage, 90/60/30-day cohort analysis, and GRR/NRR projections against your configured targets. Pulls live CRM data when a connector is available; falls back to manual input. Every forecast output is flagged for Finance/RevOps review before distribution. Use --cohort to focus on a specific renewal window, --segment for a single customer segment, or --account to add o...

Plan and execute a price increase for a single account or a cohort of accounts — rationale framing, customer communication, approval routing, and objection handling. Validates the increase against your configured policy and escalation thresholds before any customer communication is drafted. Use 60–90 days before a renewal where a price increase applies, or when finance/leadership has directed a broad price adjustment. Never presents a price increase to the customer without a completed value n...

Build a renewal negotiation brief for a specific account — pricing anchor, walk-away position, discount authority check, objection handling, and competitive counter-positioning. Use before any price conversation, contract negotiation, or renewal close call. Pulls commercial context from CRM and call recordings when connectors are available. All internal positioning is suppressed from customer-facing exports; only clean renewal proposals surface in shared outputs. Discount authority is validat...

Identify and qualify expansion signals in a renewal account — seat growth, usage expansion, product line upsell, and adjacent team opportunities. Maps each signal to a qualification tier (early signal / pipeline-ready / qualified) and recommends a TARO play for conversion. Use during pre-renewal research, QBR prep, or after an adoption milestone to surface upsell and cross-sell leads. Expansion leads are never included in GRR calculations and require a qualifying economic buyer conversation b...

Generate an executive-ready renewal summary for a strategic account — written for CRO, CEO, or board consumption. Surfaces commercial status, relationship health, risk tier, save strategy, and recommended executive action in a format calibrated for leaders who need the bottom line without raw signal data. Suppresses internal positioning, walk-away figures, and operational detail from the output. All ARR figures flagged for Finance/RevOps review before distribution. Use for strategic accounts ...