From contract to first value in < 2 hours (Mode A).
The runnable spec for every email, Slack/Teams message, in-app card, and HubSpot workflow that drives a Claresia customer from Day 0 through Day 365 — engineered for Italian enterprise reality (Garante, Statuto dei Lavoratori, fattura elettronica, EUR pricing).
6 phases × triggers × actions
The operating model. Every touchpoint above traces back to one of these phases.
Pre-Sale Foundation
Confidence-building. Trust Center, DPA template, security questionnaire pre-fills, reference customers.
- Opportunity reaches Verbal Yes
- Procurement panel forms
- IT-buyer pack assembly
- Pilot scope agreement
- CSM assignment by segment
- Pre-provisioning for >300-seat deals
Day 0 — Contract Signed
Tenant provisioned, magic-link sent, Slack/Teams Connect channel created, kickoff scheduled.
- DocuSign envelope completed
- Stripe invoice.paid
- AWS / Azure Marketplace purchase
- Welcome email × 2 personas (EN/IT)
- Magic-link generated (24h TTL)
- Slack channel #claresia-{slug}
- Kickoff calendar invite within 2 business days
Day 1-7 — Provisioning + Pilot Setup
Kickoff call, technical provisioning session, pilot publish, smoke test green.
- Kickoff held
- Onboarding Portal Step 10 complete
- 10-step Onboarding Portal walkthrough
- Italian RSU/RSA gate at Step 6.5
- Pilot skills published
- In-app tour first invocation
Day 8-30 — Pilot Validation
Daily Slack digest, weekly IT Admin email, mid-pilot review, Day 30 Go/No-Go decision.
- Smoke test passed
- Daily telemetry events flow
- Daily digest 09:00 customer-local
- Day 7 micro-survey
- Day 15 mid-pilot
- Day 22 quantitative report
- Day 30 Go/No-Go call
Day 31-90 — Org-Wide Rollout
Wave 1 / 2 / 3 rollout. Monthly Business Review cadence established. cc-053 maturity badges issued.
- Pilot Go decision
- Wave entitlement push
- Distribution Plane wave push
- P3 cohort-launch email
- Manager dashboards live
- Monthly Business Review
Day 91-365 — Steady State + Renewal
Quarterly Executive Reviews, NPS micro-surveys, Trust Center digest, Day 270 renewal pack.
- MBR / QER recurring
- Day 270 renewal trigger
- Expansion signals
- QER pack auto-generation
- Renewal pack PDF (cc-053 + cc-064 derived)
- Multi-year discount options
- Italian fattura elettronica via SDI
5 Outcomes Packages — fixed-price, EUR-denominated
Sits alongside cc-033 4-stream pricing as the Professional Services line. Burns cleanly against AWS / Azure / GCP marketplace committed spend. 50% on contract, 50% on success-criterion sign-off.
| Tier | EUR price | Duration | In-scope users | Archetypes | Mode | Custom skills | Named role | Success criterion |
|---|---|---|---|---|---|---|---|---|
| Starter | €9 800 | 14 days | ≤30 | 1 | A | 0 | Onboarding Architect (shared) | ≥10 pilot users invoke ≥3 skills/wk for 4 consecutive weeks |
| Standard | €24 500 | 60 days | ≤100 | 2 | A | 0 | AI Outcomes Manager 0.25 FTE | ≥50% of in-scope users at cc-053 L1 by Day 60 |
| Select | €58 000 | 90 days | ≤500 | 6 | A or B | 0 | AI Outcomes Manager 0.5 FTE + Solutions Architect 0.1 FTE | ≥75% L1, ≥10% L2 by Day 90 |
| Advanced | €148 000 | 180 days | ≤2 000 | 14 | B | ≤3 | AI Outcomes Manager 1.0 FTE + Solutions Architect 0.25 FTE | ≥85% L1, ≥25% L2, ≥3 custom skills shipped by Day 180 |
| Strategic | €380 000+ | 12 months | >2 000 | 14+ custom | C (BYOC) | unlimited | Dedicated AIOM 1.0 + Retained SA 0.5 + DPO Liaison | ≥90% L1, ≥40% L2, board-level ROI quarterly |
All EUR prices exclusive of VAT. Italian customers: fattura elettronica via SDI; partita IVA + codice fiscale required at quote time. Multi-year discount: 10% on 2-year prepay, 18% on 3-year prepay.
AI Outcomes Manager / Responsabile Risultati AI
The post-sale role designed to drive measurable adoption — not CSAT theater. Modeled on Glean's AI Outcomes Manager, tuned for Italian customer reality.
AI Outcomes Manager
Reports to VP Customer Success. Owns cc-053 maturity progression for the customer, facilitates monthly business review and quarterly executive review, maintains the customer's adoption roadmap co-owned with the Business Sponsor, surfaces expansion opportunities to the AE.
- Hits the tier-specific adoption percentage target
- Time-to-first-skill ≤ contract-promised SLA
- Renewal probability ≥ 90% at Day 270 (Standard tier and above)
- ≥1 expansion conversation initiated per quarter (Advanced + Strategic)
Responsabile Risultati AI
Riporta al VP Customer Success. Possiede la progressione di maturità cc-053 per il Cliente, facilita Monthly Business Review e Quarterly Executive Review, mantiene la roadmap di adozione co-posseduta con il Business Sponsor, segnala opportunità di espansione all'AE. Per i Clienti italiani: mantiene il rapporto con il DPO del Cliente e con i rappresentanti RSU/RSA, garantisce la postura Garante aggiornata.
- Raggiunge il target di adozione specifico del tier
- Time-to-first-skill ≤ SLA contrattuale
- Probabilità di rinnovo ≥ 90% al Giorno 270
- ≥1 conversazione di espansione per trimestre (Advanced + Strategic)
14 email templates · EN + IT · HTML + TXT
Persona-specific copy. Italian fallback by recipient country code OR tenant override. Every template has both substantive HTML and plain-text fallback for Postmark/SendGrid EU compatibility.
Welcome to Claresia, Maria — your tenant dainese is ready
IT Admin welcome with magic-link, kickoff schedule, CSM intro, Italian RSU gate notice for *.it admins.
10 workflow JSONs — schema-validated, ready to import
HubSpot-shaped envelopes with custom triggers (DocuSign / Stripe / Marketplace / custom event / recurring). Every workflow records a Hub governance event for audit traceability.
| ID | Name | Trigger | Personas | Italy gate |
|---|---|---|---|---|
| CS-001 | Day 0 — Contract Signed → Welcome + Provision | DocuSign / Stripe / Marketplace | P1, P2 | ● |
| CS-002 | Day 2-3 — Kickoff Prep + Provisioning Session | Date offset −24h kickoff | P1, P2 | ● |
| CS-003 | Onboarding Portal Step Completed | Custom event | P2 | ● |
| CS-004 | Pilot Smoke Test Passed → Tenant Live | Custom event | P1, P2 | — |
| CS-005 | Daily Pilot Digest (Slack) | Recurring 09:00 customer-local | P2 | ● |
| CS-006 | Weekly IT Admin Metrics Email | Recurring Monday 08:00 | P2 | ● |
| CS-007 | Monthly Business Review Prep + Invite | Monthly recurring | P1, P2 | ● |
| CS-008 | Quarterly Executive Review (QER) Prep + Invite | Quarterly recurring | P1 | ● |
| CS-009 | Day 270 Renewal Pack Trigger | Date offset −95d renewal | P1, P2 | ● |
| CS-010 | Quarterly Trust Center Digest | Quarterly Europe/Rome | P1, P2 | ● |
Source: /workflows/workflow-*.json · validated by /workflows/validate.js.
5-minute in-app tour — first invocation per archetype
Adaptive Cards sequence rendered inside the user's LLM (Claude / Copilot / ChatGPT / Slack / Teams). 19 archetype-specific scripts: 5 generic SaaS + 14 manufacturing for Dainese-class customers.
Tour state
Welcome
Let's spend 5 minutes setting you up. Skippable any time.
Animated demo of the AE archetype tour. 19 archetype scripts in archetype-tours.json.
Metrics we hold ourselves to
Lagging metrics for the board. Leading metrics for the AI Outcomes Manager daily dashboard. SLA breaches trigger workflows — they are not silent.
Lagging — board view
- Time-to-first-value (Mode A)≤ 2 hours
- Time-to-pilot-Go30 days, slippage ≤ 7d
- Time-to-org-rollout90 days for tier ≥ Standard
- Net Revenue RetentionY1 105% / Y2 120% / Y3 130%
- Logo retention≥ 95%
Leading — AIOM daily
- Daily skill invocations / active user≥3 pilot, ≥5 steady
- Skill success rate per skill≥ 90%
- Cost per invocation≤ €0.04 pilot, ≤ €0.025 steady
- cc-053 L0→L1 transition rate≥ 60% within 30 days
- cc-053 L1→L2 transition rate≥ 25% within 90 days
- NPS — P1≥ 40
- NPS — P2≥ 40
- NPS — P3≥ 30
- MBR attendance rate100%
- Renewal probability score (Day 270)≥ 90%
Talk to a CSM
If your IT-buyer panel is asking about Italian compliance, Garante posture, RSU agreements, or Statuto dei Lavoratori art. 4 — we can answer all of it. EUR-priced, fattura elettronica, eu-south-1 by default.
Honest spec-vs-real-system map
This page is a documentation artifact — the runbook a CSM uses, and a public-facing spec a customer's procurement team can audit before signing. It is not a claim that Claresia is sending these emails or running these workflows in production today.
What unblocks production: HubSpot Enterprise contract with EU residency confirmed; Postmark or SendGrid EU contract + signing domain + DKIM/SPF/DMARC; Slack App ID + signing secret; Microsoft App ID + Bot Framework registration; Distribution Plane integrations (cc-063 / cc-065 / cc-067 / cc-070 / cc-071); cc-053 + cc-064 production hookup for renewal pack rendering.