---
title: 1.5 Client Offboarding and Pausing
description: Client Offboarding
---

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# 1.5 Client Offboarding and Pausing

## How to handle clients who are churning, pausing, or winding down

**Types of client exits**

| **Type** | **What it means** |
| --- | --- |
| **Offboarding (churn)** | Client is ending their relationship with RevGravy permanently. Remove from all active systems. |
| **Pausing** | Client is temporarily stopping — typically 1–3 months. Keep their setup intact but stop active work. |
| **Wind-down** | Client has a fixed end date (e.g. a project finishing). Structured handoff and knowledge transfer. |

**Offboarding process**

1. Architect confirms offboarding date with client
2. Manuel sends advance confirmation to architect 2–3 days before: 'Confirming we're offboarding \[Client\] on \[Date\] — I'll send the offboarding email and remove us from their HubSpot on that day. Any final items before then?'
3. On the agreed date: send the offboarding email to the client (use the offboarding email template)
4. Remove RevGravy's admin user from the client's HubSpot portal
5. Archive the client's Slack channel (do not delete — keep for historical reference)

**Cycle planner automation:** No manual action is needed to remove a churning client from the cycle planner automation. The automation only fires when a Fellow AI meeting completes. If there are no future meetings with the client, no cycle planner will be created. It self-stops.

**Pausing process**

1. Architect confirms pause start and expected resume date with client
2. Stop the billing in Stripe on the agreed pause date

1. Do not archive the Slack channel — keep it accessible for when the client resumes

**Non-responsive clients**

When a client stops responding to follow-ups and cannot be reached, Phil typically sends a 'red flag' email directly. This is Phil's responsibility — Architect or Manuel should surface the pattern (ticket with no responses for 2+ weeks) in the weekly WTW meeting and flag it to Phil, but should not send the red flag email without Phil's direction.

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