1.5 Client Offboarding and Pausing

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

Architect confirms offboarding date with client
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?'
On the agreed date: send the offboarding email to the client (use the offboarding email template)
Remove RevGravy's admin user from the client's HubSpot portal
Archive the client's Slack channel (do not delete — keep for historical reference)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

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

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.

1.5 Client Offboarding and Pausing

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