Retainer Tiers (Monthly)

# SOP — Retainer Tiers (Monthly)

This document covers all three retainer tiers. Each retainer is month-to-month with no contracts.

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# Monitor Retainer ($250/mo)

**Tag**: Basic
**Cadence**: Monthly
**Owner**: Devin (Delivery Ops)

## Onboarding (First Week)

### Trigger
Client adds Monitor retainer after DFY package handoff, or purchases standalone.

### Steps
1. **Rick** processes first payment via Stripe (recurring $250/mo)
2. **Rick** updates HubSpot deal → add "Retained — Monitor" tag
3. **Devin** schedules onboarding check-in (15 min):
   - Confirm system is still running as delivered
   - Establish baseline metrics (current deliverability, open rates, reply rates, pipeline status)
   - Confirm client's preferred email for reports and support
4. **Devin** creates retainer tracking doc in workspace memory:
   - Client name, retainer tier, start date, baseline metrics, contact info
5. **Devin** sets up monitoring schedule (calendar reminders)

### Deliverables
- Recurring billing active
- Baseline metrics documented
- Monitoring schedule set

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## Monthly Recurring Tasks

### System Health Check (1x/month — first week of month)
1. **Devin** audits the full system:
   - Prospecting pipeline: still pulling leads? Any source broken/rate-limited?
   - Enrichment: verification service active? Hit rates still in range?
   - Outreach: sequences running? Any paused/stuck campaigns?
   - CRM: sync working? Any orphaned leads? Pipeline stages accurate?
   - Integrations: all API connections alive? Any error logs?
2. Fix any issues found (scope: configuration fixes, re-connections, small adjustments)
3. If issue requires significant rebuild → flag to Rick for upsell conversation (Optimize or one-time add-on)

### Deliverability Monitoring (1x/month — second week)
1. **Devin** checks email deliverability:
   - Bounce rate (target: <3%)
   - Spam complaint rate (target: <0.1%)
   - Domain reputation (check via Google Postmaster Tools, MXToolbox)
   - Sending IP reputation
2. If deliverability degraded:
   - Pause sending, investigate cause
   - Fix: clean list, warm up again, adjust sending volume
   - Document issue and resolution

### Basic Sequence Performance Report (1x/month — third week)
1. **Devin** compiles report:
   - Emails sent, open rate, reply rate, bounce rate
   - LinkedIn connection requests sent, acceptance rate, response rate (if applicable)
   - SMS sent, delivery rate, response rate (if applicable)
   - Meetings booked (if tracking enabled)
   - Pipeline snapshot: leads per stage
2. Send report to client via email (template: `monthly-report-monitor`)

### Email Support
- **Devin** responds to client emails within 48 hours
- Scope: how-to questions, minor fixes, system clarifications
- Out of scope: new feature builds, sequence rewrites, new integrations

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## Monthly Deliverables
- System health check completed
- Deliverability audit completed
- Performance report sent
- Any issues fixed within scope

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## Cancellation
1. Client notifies via email or Slack
2. **Rick** cancels Stripe subscription
3. **Rick** updates HubSpot → remove "Retained" tag
4. **Devin** sends final report + system status summary
5. **Devin** archives retainer tracking doc

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# Optimize Retainer ($500/mo)

**Tag**: Recommended
**Cadence**: Bi-weekly + monthly
**Owner**: Devin (Delivery Ops) · Daniel (Design) for copy review

## Onboarding (First Week)

### Trigger
Client adds Optimize retainer after DFY package handoff. Recommended for Standard+ clients.

### Steps
1. **Rick** processes first payment via Stripe (recurring $500/mo)
2. **Rick** updates HubSpot deal → "Retained — Optimize"
3. **Devin** schedules onboarding call (30 min):
   - Review current system performance
   - Establish baseline metrics
   - Discuss optimization priorities (what's working, what's underperforming)
   - Set goals for first month (e.g., increase reply rate by 20%, improve ICP targeting)
   - Schedule recurring monthly strategy call (30 min, same day/time each month)
4. **Devin** creates retainer tracking doc with:
   - Baseline metrics, optimization goals, strategy call schedule, A/B test log
5. **Devin** sets up bi-weekly task reminders

### Deliverables
- Recurring billing active
- Baseline metrics + goals documented
- Monthly strategy call scheduled
- Bi-weekly cadence set

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## Bi-Weekly Recurring Tasks

### Sequence Iteration + A/B Testing (every 2 weeks)
1. **Devin** reviews outreach sequence performance:
   - Identify worst-performing steps (lowest open rate, reply rate)
   - Identify best-performing steps (replicate what works)
2. Create A/B test:
   - Draft variant for underperforming step (new subject line, new angle, different CTA)
   - Split traffic 50/50
   - Run for 2 weeks
3. After 2 weeks: evaluate results, promote winner, draft next test
4. **Daniel** reviews new copy variants for tone and brand alignment
5. Document all tests and results in A/B test log

### ICP Refinement Based on Reply Data (every 2 weeks)
1. **Devin** analyzes reply data:
   - Which titles/industries/company sizes reply most?
   - Which lead sources produce the highest-quality replies?
   - Are there patterns in negative replies (wrong fit, wrong timing)?
2. Adjust ICP filters and prospecting queries based on data
3. Update ICP definition document if changes are significant
4. Adjust lead scoring weights if applicable

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## Monthly Recurring Tasks

### Everything in Monitor, plus:

### CRM Pipeline Optimization (1x/month)
1. **Devin** reviews pipeline health:
   - Stage conversion rates (where are leads dropping off?)
   - Average time in each stage
   - Deal velocity trends
2. Recommend and implement adjustments:
   - Add/remove stages if needed
   - Adjust automation rules
   - Update task templates
   - Clean up stale deals (archive leads >60 days with no activity)

### Monthly Strategy Call (30 min)
1. **Devin** prepares agenda:
   - Performance review (expanded report with trends)
   - A/B test results and next tests
   - ICP refinement summary
   - Pipeline optimization recommendations
   - Priorities for next month
2. Conduct call with client
3. Send follow-up email with action items and updated goals

### Priority Email Support
- **Devin** responds within 24 hours
- Scope: everything in Monitor + sequence adjustments, ICP changes, CRM tweaks
- Out of scope: new integration builds, new channel launches

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## Monthly Deliverables
- Everything in Monitor
- 2x sequence iterations with A/B tests
- 2x ICP refinements based on data
- CRM pipeline optimization
- Strategy call conducted with follow-up

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## Cancellation
Same as Monitor cancellation process.

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# Scale Retainer ($1,000/mo)

**Tag**: Full Ops
**Cadence**: Weekly + monthly
**Owner**: Devin (Delivery Ops) · Rene (R&D) for integrations · Daniel (Design) for assets

## Onboarding (First Week)

### Trigger
Client adds Scale retainer after DFY package handoff. Recommended for Premium clients.

### Steps
1. **Rick** processes first payment via Stripe (recurring $1,000/mo)
2. **Rick** updates HubSpot deal → "Retained — Scale"
3. **Rick** creates (or re-activates) dedicated Slack channel: `#retained-{client-name}`
4. **Devin** schedules onboarding call (45 min):
   - Full system performance review
   - Establish comprehensive baseline metrics
   - Discuss growth priorities: new channels, new verticals, scaling volume
   - Define KPIs for the retainer engagement
   - Schedule recurring weekly strategy call (30 min)
5. **Devin** creates retainer tracking doc with:
   - Baseline metrics, KPIs, growth targets, weekly call schedule
   - Integration health log, scoring model version log
   - A/B test log, channel expansion log
6. **Devin** sets up weekly task reminders

### Deliverables
- Recurring billing active
- Dedicated Slack channel active
- Comprehensive baseline + KPIs documented
- Weekly strategy call scheduled

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## Weekly Recurring Tasks

### Sequence Refresh + New Channel Testing (every week)
1. **Devin** reviews all active sequence performance:
   - Per-channel metrics (email, LinkedIn, SMS)
   - Per-sequence step metrics
2. Refresh underperforming sequences:
   - New copy, new subject lines, new angles
   - Rotate messaging themes (pain point, social proof, urgency, curiosity)
3. Test new channels as opportunities arise:
   - Cold calling cadences (if client has dialer)
   - Video prospecting (Loom/Vidyard)
   - Direct mail (for high-value targets)
   - Community/event-based outreach
4. **Daniel** reviews all new copy and channel assets

### Lead Scoring Model Tuning (every week)
1. **Rene** reviews scoring accuracy:
   - Compare predicted scores vs. actual conversion outcomes
   - Identify signals that are over/under-weighted
2. Adjust scoring weights based on conversion data
3. Update threshold actions if needed
4. Document changes in scoring model version log

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## Monthly Recurring Tasks

### Everything in Optimize, plus:

### Custom Reporting Dashboard Maintenance (1x/month)
1. **Devin** reviews and updates reporting dashboard:
   - Add new metrics if new channels launched
   - Adjust filters for new segments
   - Fix any broken data connections
   - Ensure automated reports still accurate
2. **Daniel** reviews dashboard design if layout changes needed

### Weekly Strategy Calls (4x/month, 30 min each)
1. **Devin** prepares weekly agenda:
   - Week-over-week performance comparison
   - Sequence refresh results
   - Channel test results
   - Scoring model changes
   - Priorities for next week
2. Conduct call with client via Slack huddle or Zoom
3. Post summary + action items in dedicated Slack channel

### Dedicated Slack Channel
- **Devin** monitors and responds within 4 business hours
- Client can post questions, requests, feedback anytime
- Async collaboration on sequence copy, ICP changes, etc.

### New Integration Builds (as needed)
1. Client requests new integration via Slack
2. **Devin** scopes the request:
   - If small (< 2 hours): build within retainer scope
   - If large (> 2 hours): quote as one-time add-on, Rick sends payment link
3. **Rene** builds new integrations per Premium SOP 2F process
4. Test and deploy within the existing system

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## Monthly Deliverables
- Everything in Optimize
- 4x sequence refreshes
- 4x lead scoring reviews/adjustments
- Reporting dashboard maintained
- 4x strategy calls with summaries
- Dedicated Slack support
- New integrations built as needed (within scope)

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## Cancellation
1. Client notifies via Slack or email
2. **Rick** cancels Stripe subscription
3. **Rick** updates HubSpot → remove "Retained" tag
4. **Devin** prepares comprehensive offboarding package:
   - Final performance report (full history)
   - System status summary
   - All documentation updated to current state
   - Credentials/access inventory
5. **Devin** conducts 30-min offboarding call (optional)
6. Slack channel archived
7. Retainer tracking doc archived

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# Cross-Retainer Reference

## Escalation Path
- Monitor → recommend Optimize when client asks for sequence changes or ICP adjustments
- Optimize → recommend Scale when client wants weekly touchpoints, new channels, or integration work
- Any tier → recommend one-time add-on for large out-of-scope requests

## Agent Responsibilities by Tier

### Monitor ($250/mo)
- Devin: monthly health check, deliverability audit, report, email support (48h)

### Optimize ($500/mo)
- Devin: everything in Monitor + bi-weekly A/B tests, ICP refinement, CRM optimization, monthly strategy call, priority support (24h)
- Daniel: copy review on A/B variants

### Scale ($1,000/mo)
- Devin: everything in Optimize + weekly refreshes, weekly calls, Slack support (4h), dashboard maintenance, integration scoping
- Rene: scoring model tuning, new integration builds
- Daniel: copy/asset review, dashboard design
- Alfred: orchestration across agents for Scale-tier workload
- Rick: upsell management, billing, client relationship