CLIENT OFFBOARDING SOP

CLIENT OFFBOARDING SOP

Offboarding
December 09, 2025•2 min read

Version: 2025
Team: Client Success
Applies to: Account Managers, Billing (Hayk), Strategy (Evan), Project Ops

PURPOSE

Ensure every cancel or pause request is handled consistently, logged properly, billed accurately, and used for process improvement.

CENTRAL LINKS

WCC Template: https://docs.google.com/document/d/1QFYZMwr9GsOdyNe39EIcpJRivcXGPLGRmVEKU8Nq3os/edit?tab=t.0
Offboarding Channel: #why-clients-cancelled

TRIGGER

A client communicates cancellation or pause of service through any channel (SMS, email, meeting, phone, GHL message).

STEP-BY-STEP PROCESS

1. CLIENT INFORMS US OF CANCEL OR PAUSE

Accept the request and acknowledge it. Account Manager documents it if it comes in verbally.

2. TEAM MEMBER POSTS NOTICE IN THE OFFBOARDING CHANNEL

Post in #client-pauses-cancels using this format:

Client Name:
Service: (SEO, Ads, Hosting, Web, Multi-service)
Type: Cancel or Pause
Reason Provided by Client:
Is Hosting Still Active?: Yes/No
Notable Context: (lead quality, responsiveness, industry seasonal issues)

3. BILLING UPDATES THE SUBSCRIPTION (STRIPE / QBO)

Owner: Hayk

Actions:

  • Cancel or pause subscription in Stripe.

  • Confirm hosting status.

  • Update QBO if needed.

  • Address prorated charges or refunds.

  • Add a note in client billing profile.

Reply in Slack thread: "Subscription updated in Stripe/QBO — confirmed."

4. CREATE THE WCC DOCUMENT (WHY CLIENT CANCELED)

why clients cancelled doc

Owner: Account Manager

Use the WCC Google Doc Template: https://docs.google.com/document/d/1QFYZMwr9GsOdyNe39EIcpJRivcXGPLGRmVEKU8Nq3os/edit?tab=t.0

Complete:

  • Client name

  • Services

  • Duration with us

  • Reason for cancel or pause

  • Internal contributing factors

  • External contributing factors

  • Preventability notes

  • Action items to prevent similar cases

  • Internal quality score

Save to Google Drive:
Client Folder → Reports → WCC → "WCC - ClientName - YYYYMMDD"

Post link in Discord: "WCC completed and uploaded — ready for review."

5. EVAN REVIEWS THE WCC

Evan reviews and comments in the doc.

Focus:

  • Lead quality vs execution issues

  • Expectation setting

  • SOP compliance

  • Structural issues needing team-wide updates

Reply in Discord: "Reviewed. Notes added. This WCC is closed."

OPTIONAL STEPS

EXPORT FINAL REPORTING SNAPSHOT

AM or SEO/PPC lead pulls GA4 / Ads / LSA summaries and stores in Reports → Offboarding folder.

REMOVE INTERNAL ACCESS

Ops removes client from tracking sheets, dashboards, Ads Manager (if needed), Discord channels, and API assets.

SEND CLIENT EXIT MESSAGE

Include:

  • Final billing date

  • Hosting status

  • Outstanding deliverables

  • Re-activation steps

COMPLETION CHECKLIST

A client offboarding is complete when:

  • Offboarding message posted in Discord channel

  • Billing updated

  • WCC completed

  • Evan review finalized

  • Status logged

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