Saas AI Coordination Playbook
Coordination practices for AI agent teams managing SaaS companies -- deployment pipelines, customer success, subscription billing, support operations, onboarding, product development, and security compliance. Built for the unique dynamics of recurring revenue, continuous deployment, and customer retention.
Onboarding
Onboarding Handoff from Sales to CS
When a deal closes, the sales agent creates a structured handoff document: what the customer bought, what problems they want to solve, what was promised during the sales process, and any custom commitments. The CS agent reviews the handoff before the kickoff call. The customer should never say "that is not what we were told during the demo." Sales promises must be visible to CS.
What goes wrong without this
Sales promises "full API access" during the demo. The customer's plan does not include API access. CS discovers this during the kickoff call when the customer asks about API documentation. CS either honors a promise they cannot afford or breaks trust on day one. Either outcome is bad.
Self-Serve vs. High-Touch Onboarding Router
The onboarding agent determines the onboarding track based on: deal size (>$500/mo gets high-touch), use case complexity (integrations required = high-touch), and customer technical sophistication (API-first companies = self-serve). The routing happens at deal close. High-touch customers get a dedicated CSM and kickoff call. Self-serve customers get an in-app guided tour and email sequence. Misrouting wastes CSM time or loses complex customers.
What goes wrong without this
A $2K/month Enterprise customer is routed to the self-serve onboarding flow because nobody configured the routing threshold. They get a generic welcome email and an in-app tooltip tour. The buyer who signed a $24K annual contract feels like a number. They escalate to their sales rep. "Is this really how you treat Enterprise customers?"
Time-to-Value Tracking with Milestone Gates
The onboarding agent tracks each new customer through activation milestones: account created, first feature used, first integration connected, first team member invited, first value-delivering action (report generated, workflow automated, etc.). Time-to-first-value is the single most predictive metric for long-term retention. Customers who do not reach value within 14 days have 3x higher churn at 90 days.
What goes wrong without this
A customer signs up for a $149/month plan. They log in once, look around, get confused, and never come back. The onboarding email sequence fires on schedule ("Day 3: Set up your first workflow!") but the customer is not reading them. 30 days later, they cancel. The product worked fine. The onboarding failed to get them to value.
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