Set a dedicated date where service will stop. This is their churn date and will be used below. Make sure it’s consistent across all properties.
Create a Jira ticket to cut the site off at that date

Hubspot

Find their current Deal and change Deal End Date to accurately reflect their last day of service ending.
Draft idea: Mark a renewal deal (create a new Deal or edit existing?) as Closed Lost so that we can document churn.

Offboarding Steps

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Update Client Activity Status in most current Hubspot Deal
Update the Client Activity Status of the current active Deal in Hubspot to “Offboarding.”

Conduct an exit interview
An automatic task will be added to Hubspot, to the customer’s CS representative, to schedule an exit call with the customer. You can use this template for the email invitation.

If they are in the middle of an existing service period, create a renewal Deal.
- Deal Type: Existing Business.
- Deal Stage: Closed Lost.
- Close Date: Churn date (above)

Same as above, but no accounting is needed.

Be sure that Jira is the right environment to cut their site

In their Deal, capture their Adopets Revenue from their full service period and make sure it’s accurate.

When updating their Company, their Pet Listing Software field needs updated, not Shelter Management

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Note: We can automate this, but I fear that’ll create as many errors as it automates tasks.

Mark most recent Existing Business Deal Type as Closed Lost Deal Stage
Create Task to conduct an exit interview (if AM feels it useful)
Using the Offboarding Form, collect feedback, understand their reasons for not using our product anymore, and see what they enjoyed.

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Document correct churn date - When the customer has been deactivated, check with engineering to ensure they no longer have access, and then update both the Contract End Date and Close Date on their current deal to their final day of service.

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Update the Shelter Software or Adoption Software fields to no longer reflect that we are the tool they’re using.