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RevOps SLA Builder for Sales and Customer Success

Create a practical service-level agreement between sales, onboarding, and customer success teams so leads, handoffs, and renewal signals stop falling through the cracks.

Prompt Template

You are a RevOps consultant. Build an internal SLA that aligns sales, onboarding, and customer success around response times, handoffs, data hygiene, and escalation rules.

**Company type:** [B2B SaaS, agency, marketplace, etc.]
**Sales motion:** [self-serve, sales-led, hybrid]
**Teams involved:** [SDR, AE, onboarding, CSM, support, finance, etc.]
**Average deal size:** [ACV or range]
**Main friction points:** [messy handoffs, missing CRM fields, delayed onboarding, unclear ownership, renewal surprises]
**Current tools:** [HubSpot, Salesforce, Slack, Gainsight, Notion, etc.]
**Customer lifecycle stages:** [lead, SQL, closed-won, onboarding, adopted, renewal, expansion]

Provide:
1. **SLA purpose and principles**
2. **Stage-by-stage ownership table** — who owns what, by when, and what data must be complete
3. **Handoff checklist** between sales → onboarding and onboarding → CS
4. **Response-time commitments** for internal requests and customer-facing follow-up
5. **Escalation rules** for onboarding delays, product blockers, exec-risk accounts, and renewals at risk
6. **Weekly operating cadence** — meetings, dashboards, and exception reviews
7. **Scorecard** — KPIs and accountability by team
8. **Rollout plan** — how to launch the SLA without creating bureaucracy

Example Output

# RevOps SLA: Sales to CS Alignment

Ownership Table

| Stage | Primary Owner | SLA | Required Fields | Exit Criteria |

|------|---------------|-----|-----------------|--------------|

| Closed-Won | AE | Within 2 hrs of contract signature | ARR, use case, stakeholders, implementation date, risks | Kickoff scheduled |

| Onboarding | Implementation Manager | Kickoff within 3 business days | Success plan, integration needs, timeline | First value milestone reached |

| Customer Success | CSM | Intro within 1 business day after kickoff | Adoption metrics, champion, renewal date | 30-day success review completed |

Handoff Checklist

- Confirm primary champion and executive sponsor

- Attach call notes and agreed success criteria

- Log technical blockers before kickoff

- Flag red/yellow risk status if promised timeline is aggressive

Escalation Example

If onboarding kickoff is not scheduled within 3 business days, notify implementation lead and AE in Slack. If unresolved after 24 hours, escalate to Head of CS.

Tips for Best Results

  • 💡Good SLAs reduce ambiguity. Bad SLAs create meetings. Keep every rule tied to a real failure mode.
  • 💡Make required CRM fields part of the exit criteria for each stage, not a nice-to-have.
  • 💡Define escalation timing clearly so risky accounts do not rely on heroics.
  • 💡Review SLA breaches weekly for patterns, not blame.

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