Lead Qualification
- Marketing-qualified leads (MQLs) sync to HubSpot with owner assignment within one business day.
- SDR reviews the enrichment panel and validates intent using the 3-question framework.
- Qualifying actions:
- Book discovery meeting using the standard invite template.
- Update lead stage to
Acceptedand log next steps. - Notify the assigned AE in Slack with summary bullets.
- Disqualified leads receive a nurture sequence or are removed with a reason code.
Quality Gate: Revenue Ops audits 10% of leads weekly; failure rate above 5% triggers refresher training.
Contracting
- Generate contract from approved PandaDoc template.
- Route through deal desk if pricing or terms deviate from the playbook.
- Legal review required for non-standard terms or data residency clauses.
- Once signed, upload fully executed documents to the contract repository and update CRM stage.
Customer Health
| Step | Activity | Owner | Tool |
|---|---|---|---|
| 1 | Review weekly health score changes | CSM | Gainsight |
| 2 | Tag red accounts and trigger rescue plan | CSM | Gainsight & Slack |
| 3 | Schedule executive business review if risk persists | Director CS | Google Calendar |
| 4 | Document outcome and update forecast | CSM | HubSpot |
Checklist
- Health score updated
- Rescue plan assigned
- Executive sponsor looped in
- Next touch scheduled
Evidence & Reporting
- Monthly health summary deck posted in #commercial-leadership.
- Deal desk decisions logged in the shared approvals tracker.
- Net revenue retention tracked against quarterly goals and reported to the ELT.
Continuous Improvement
- Capture objections, success stories, and macro trends in the revenue insights hub.
- Share learnings in the monthly commercial all-hands.
- Collaborate with Product Marketing to refresh messaging every quarter.