← Team Hub Internal SOPs · Client wind-down
SOP 04 · Delivery

Client wind-down

Engagement ending. Leave them better than we found them.

Owner
Pod Lead + Delivery Lead
Duration
2–4 weeks
Triggers
Non-renewal at QBR or mid-engagement termination

Steps

  1. Confirm end date in writing. Document reason in Attio.
  2. Build the transition doc: account state, what’s working, what to watch, who owns what going forward.
  3. Hand back all client assets: Figma files, raw video, brand kits, dashboards.
  4. Revoke CMG access from client platforms on the last day.
  5. Final invoice issued and paid before access is fully revoked.
  6. 30-day post-wind-down check-in email from the Pod Lead.
  7. If amicable, ask for a written referral / case study permission.
  8. Internal retro: what worked, what didn’t, lessons for the next account.
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