REHQ — Trial Pipeline & Customer Success System

Every trial mattered. No trial was visible.

• Trials were invisible. People signed up — then nothing. No one knew who logged in, who got value, or who was about to cancel.
• The product and the CRM didn't talk. The signals that matter most — logins, saved properties, lists, owner unlocks — stayed locked inside the product. HubSpot never saw them.
• Deals were created twice. Stripe synced deals through Zapier while the team also added them by hand. The result: duplicates everywhere and no number anyone could trust.
• Churn came as a surprise. There was no warning sign for paying customers. The first sign of trouble was the cancellation itself.
• Failed payments slipped away. Cards got declined, Stripe retried quietly, and no one followed up. Good customers were lost over a card issue.
• No one knew why customers left. Cancellation reasons weren't saved anywhere — so the same problems kept repeating.

One system that watches every customer.

• A 10-stage trial pipeline in HubSpot. Every trial moves through clear stages — from signup to paid, or to cancelled. When a trial gets stuck, the system reacts: emails, SMS and call tasks go out on their own.
• Activation based on real use. A trial counts as active when the user actually does something — a real session, a map search, a saved property, a first list. So the team helps the users who are closest to converting.
• Product data flows into HubSpot. Logins, views, lists, unlocks and paywall hits show up on the contact record in real time.
• One pipeline for every paying customer. 8 stages, from onboarding to renewal. New customers hear from the team within 24 hours. At-risk accounts and upgrade chances each get their own stage — nothing slips through.
• Clean Stripe data. One direct connection now creates every deal — and checks for an existing one first. No more duplicates. No more manual entry.
• Automation on every step. Welcome emails, onboarding series, upgrade nudges, save offers and win-backs — all sent at the right moment, on their own. CS tasks create themselves too.

A simple health score for every account: Engagement (40 pts) based on logins and key features. Payment (30 pts) based on on-time payments. CS Touchpoints (30 pts) based on recent contact and sentiment. When it drops below 40, the CS team gets a task to save the account.

When a payment fails, the system takes over: Every failed payment starts a simple, timed follow-up — matched to Stripe's own retry schedule over 15 days, sending emails, SMS, and finally pausing access if unresolved.

From guesswork to a clear system.

• Every trial is visible. The team sees exactly where each trial stands — and where users drop off — on weekly and monthly dashboards.
• Duplicates are gone. One system creates every deal. The revenue data is clean, and everyone trusts the same numbers.
• Stuck trials get help fast. Within 24 hours of going quiet, users get emails, texts and a call task — automatically.
• Churn gets caught early. Low usage and a dropping health score send the account straight to the CS team — while there's still time to save it.
• Failed payments follow a plan. Four follow-ups over 15 days, all automatic — and loyal customers get a personal call before anything is paused.
• Every exit teaches something. Cancellation reasons are saved on every record and reviewed together.
• The team works from triggers, not memory. Tasks create themselves at every stage change. Nothing depends on someone remembering.