Launch and customer success

Pilot Playbook

Run a structured beta or pilot with pricing, onboarding, and feedback gates.

Choose a narrow pilot cohort with at least one low-risk and one high-touch event.

Define success metrics before onboarding: time to first event, launch readiness age, and support load.

Keep pricing transparent during pilot. Discounting should be time-boxed and tied to written conversion rules.

Treat feature requests as launch inputs, not roadmap commitments, until they clear PRD and support review.

Checklist

Signed pilot goals and owner

Sandbox and production workspaces provisioned

Support contact and escalation path confirmed

Conversion review date scheduled