A pre-launch operational build-out for a B2B SaaS proptech platform, standing up proactive client operations, risk management, support, and revenue-retention systems before go-live. Built as the founding operations hire.
Equipped is a pre-launch proptech platform that helps landlords manage rentals through a single app: tenant screening, rent collection, maintenance coordination, contractor sourcing, and financial reporting, sold as a tiered monthly subscription.
Joining as the founding operations hire meant arriving before any internal team or operational structure existed. Engineering was in place and a salesperson was onboard, but there was no defined workflow for taking a client from sale to onboarded-and-healthy, no risk-flagging method, no support ticket system, and no revenue-retention motion. Because revenue is recurring subscription, monthly and annual recurring revenue and net revenue retention are the metrics that define company health, and none of the systems to protect them existed yet.
The central thesis: build proactive operations that prevent fires before launch, rather than reacting to them after paying customers arrive.
02What I built
The plan closes the operational gaps across five pillars, each with an owned system and a defined outcome, sequenced so leadership can see exactly what gets built, when, and how success is measured.
Client Account Workflow
Sale to healthy account
End-to-end flow from closed-won to onboarded to healthy, with owned handoffs so no client falls through the cracks and onboarding is predictable.
Risk-Flag System
Catch churn before it happens
Account health scoring, early-warning triggers, and escalation paths so issues are caught proactively, not after a client cancels.
Support Ticket Operation
Track every request to resolution
Intake, triage, routing, resolution, and a QA loop with priority tiers and target SLAs, for fast, measurable, consistent customer support.
Revenue Retention Plan
Defend and grow every dollar
Account management, book-of-business cadence, quarterly business reviews, and MRR/ARR tracking to drive month-over-month growth and retention.
SOP & Hiring Standards
Operations that don't depend on one person
Documented procedures and new-hire and contractor onboarding, so the operation is scalable and survives beyond any single individual.
03The 30 / 60 / 90-day roadmap
The build is sequenced into three phases, each with a theme, milestone deliverables, and exit criteria, the conditions that must be true to consider the phase complete.
Days 1 – 30
Listen, Map & Stabilize
Understand the business, document current state, choose the tooling stack, and stand up the two highest-leverage systems: support intake and the new-client workflow.
Days 31 – 60
Build & Systematize
Construct the full client-account, risk, and support workflows, and begin the revenue-retention motion.
Days 61 – 90
Scale, Test & Hand Off
Stress-test the systems, finalize the SOP library, train new hires, and produce repeatable operating standards.
04The objective
The plan was built against a single, measurable goal:
Turn Equipped from a product with no operational backbone into a company where every client account is owned, every risk is flagged before it becomes churn, every support request is tracked to resolution, and every dollar of recurring revenue is actively defended and grown.
Building these systems pre-launch is dramatically cheaper than retrofitting them after onboarding hundreds of accounts. The 90-day window aligns operations to be live and tested before the first wave of paying customers, so the company launches proactive instead of scrambling.
Read the full strategic plan
The complete 30/60/90-day plan, workflows, risk model, SLA framework, and SOP library, plus the executive briefing.