Playbook

How client success runs at GrowthPair, and what this tool does about it.

The job

Every placement is two relationships: the client who pays and the marketer who shows up. Both need to hear from us on a rhythm, and both need to hear from us fast when something slips. Nobody should have to remember a date.

The cadence

  • Day 3 — talent Slack. Do they have tools, access, a first project?
  • Week 1 — client email + talent Slack. How was the ramp?
  • Week 2 — talent Slack.
  • Month 1 — client email + talent Slack, with a 1–5 pulse.
  • Month 2 — talent Slack.
  • Month 3 — client + talent, pulse. The end of the highest-churn window.
  • Month 6 — client + talent, pulse. Headhunter guarantee ends here.
  • Quarterly after that, and an anniversary note each year.

Edit any of this in Settings. Dates are counted from the Airtable start date.

Daily loop

  1. Read the Slack digest (9am ET) or open Today.
  2. Work the Queue top down: overdue first. Open a touchpoint, read the draft, fix anything off, send. Client emails go from Jonathan's Gmail; talent DMs go from the GP bot.
  3. Replies land on their own. Slack DMs and Gmail threads are polled every 30 minutes; Claude summarizes each reply, pulls out a pulse score if one was given, and raises a risk flag if the reply reads that way.
  4. Anything you learn on a call goes in as a note. Anything worrying goes in as a risk flag and stays on the health score until you resolve it.

What comes back on its own

  • Pulse links. Month 1, 3, 6 and anniversary check-ins carry a one-tap 1–5 link (no login, expires in 60 days). The score lands on the placement; a 1 or 2 raises a risk flag.
  • Talent DMs. Anything a placed marketer sends the GP bot is read in real time (Slack Events) or within 30 minutes (poll). A reply to a check-in is filed as that reply; anything else shows under "Talent wrote in" on Today.
  • Weekly updates. When turned on in Settings, the bot asks each marketer for two lines on the weekday you pick. Two unanswered updates in a row count against health.
  • Churn. When a Paired Talent row flips to Resigned, Terminated or Client Buyout in Airtable, the placement moves to "ended", a win-back check-in is owed to the talent (+14d) and the client (+30d), and it shows on Today for 30 days. A row that disappears is flagged, not treated as churn.
  • Expansion. A reply that mentions another hire, or a new Client Request in Airtable for a client we already serve, becomes a signal on the Clients page. Mark it contacted, copy it into Airtable, or dismiss it. This tool never writes to Airtable.

Weekly and quarterly

  • Monday summary email (Settings → recipients): active placements, MRR estimated and at risk, 90-day and 6-month logo retention, starts and churn, reply rates, pulse, open expansions. Numbers come from a snapshot written the hour before; if a data source failed that morning the email says so instead of baking a bad week into history.
  • Quarterly client report (Clients → Build report): hours from Clockify, check-ins and replies, the client's ratings, the marketer's weekly update summaries, and a closing paragraph drafted by Claude that you edit. Sent as an HTML email; print to PDF from the report page if a client asks.
  • Analytics: retention by start cohort, churn by reason, MRR added vs lost by month. Cohorts under three placements show n instead of a rate.

Health score

100 minus risk points. Points come from: early tenure (first 30/60/90 days), Clockify hours dropping week over week, a low pulse, negative or absent replies, a past-due Stripe subscription, open risk flags, and our own overdue touchpoints. Red is 40+ points, yellow is 20+.

What runs by itself

  • HubSpot stage mover — every Monday, Retention pipeline deals move to the stage their tenure says (Week 1 → Month 6+). Same rules as the GP Bot script.
  • Reply polling — every 30 minutes.
  • Daily digest — weekdays, to the Slack channel or DM in Settings.
  • Talent auto-send — off by default. When on, due talent check-ins go out from the template each weekday. Client emails never auto-send.

Where the data lives

Airtable Paired Talent is the source of truth for who is placed where and since when. HubSpot GrowthPair Retention mirrors tenure as deal stages. This tool never writes to either, except moving HubSpot stages and attaching a note to the deal when a check-in goes out. Touchpoints, replies, notes and pulses live in this tool's own store on the Railway volume.

When something is wrong

  • No client email on file — add it under the placement's Details tab (an override), or fix the Clients table in Airtable.
  • Talent not found in Slack — they have not accepted the workspace invite, or their Airtable email differs from their Slack email. Set the Slack user id in Details.
  • Wrong HubSpot deal matched — pin the right deal id in Details.
  • Client on a known pause — mute the placement so it stops generating touchpoints.