Saas Lifecycle Email Orchestration

SaaS Lifecycle Email Orchestration

Acknowledgement: Shared by Peter Bamuhigire, techguypeter.com, +256 784 464178.

Required Inputs

Capability and permission contract

Default to read-only analysis. Change configuration, billing, identity, tenant data, infrastructure, or customer communications only with explicit authority, least-privilege credentials, tenant scope, rollback, and auditable approval. Never expose secrets or cross tenant boundaries.

Degraded mode

If production access, policy, telemetry, or authoritative records are unavailable, produce a labelled design or dry-run plan. Do not claim deployment, reconciliation, deletion, delivery, or measured outcomes; list missing evidence and verification.

Decision rules

Domain Anti-Patterns

• Applying one tenant's policy or data to another. Fix: enforce tenant scope at every boundary.
• Mutating production from an advisory request. Fix: remain read-only until authority is explicit.
• Inventing limits, prices, metrics, or compliance claims. Fix: use authoritative records or mark them unresolved.
• Shipping without rollback and audit evidence. Fix: stage and retain before/after proof.
• Treating a missing dependency as successful. Fix: name the blocked verification.

Use When

• Designing the six core lifecycle email sequences for a SaaS — welcome / onboarding, behavioral / feature-discovery, upgrade / upsell, retention, reactivation, referral.
• Replacing a single "drip campaign" with event-driven branched automation.
• Coordinating in-app upgrade prompts with email upgrade prompts so they don't double-fire.
• Attributing revenue to email touches (control vs treatment cohorts).
• Wiring PQL signals into upgrade emails and churn-risk signals into retention emails.

Do Not Use When

• The task is the underlying email infrastructure (ESP, deliverability, suppression) — use saas-transactional-email-infrastructure.
• The task is HTML template authoring — use tabler-email-templates.
• The task is acquisition cold email — use sales/marketing tooling outside this engine.

Required Inputs

• The product's activation event (the "aha moment") — from product-led-growth.
• PQL scoring outputs — from product-led-growth.
• Churn-risk signals — from saas-growth-metrics or product-led-growth.
• Plan / tier catalogue and upgrade paths — from subscription-billing and saas-entitlements-and-plan-gating.
• Trial policy — from subscription-billing.

Workflow

1. Read this SKILL.md.
2. Define the user data model the email tool needs (§2) — contact attributes + event stream.
3. Design each of the six sequences (§3-§8) — trigger, branches, suppression, send cadence.
4. Wire the trigger contract (§9) — what events fire what sequences.
5. Coordinate with in-app prompts (§10) — avoid double-firing.
6. Set up revenue attribution (§11) — control vs treatment per sequence.
7. Apply anti-patterns (§12).

Quality Standards

• Every email belongs to exactly one of the six sequences (or is purely transactional).
• Every sequence is event-triggered, not scheduled blast.
• Every email obeys the suppression list (transactional / lifecycle / marketing categories).
• Every send/open/click written to the warehouse with cohort attributes.
• Revenue attributed per sequence; under-performing sequences killed, not iterated forever.

Anti-Patterns

• "Drip campaigns" running on calendar schedule regardless of user behavior.
• Welcome email sent after the user has already activated (looks robotic).
• Upgrade emails sent to users on the highest plan.
• Retention emails sent to users who just renewed.
• Reactivation emails ignoring transactional consent → spamming.
• Sequences without branches (every user gets the same email at T+1, T+3, T+5).
• No A/B test cadence — sequences ossify.

Outputs

• The six sequence specs (trigger, branches, emails, send conditions).
• Trigger contract — event → sequence mapping.
• Suppression matrix per sequence.
• Coordination contract with in-app prompts.
• Revenue-attribution dashboard.

Evidence Produced

References

• references/sequence-welcome-onboarding.md — branched welcome flow with activation check.
• references/sequence-behavioral.md — feature-discovery, approaching-limit, inactive nudges.
• references/sequence-upgrade.md — PQL-triggered upgrade flow.
• references/sequence-retention.md — churn-risk triggered save sequences.
• references/sequence-reactivation.md — long-dormant win-back.
• references/sequence-referral.md — NPS-promoter and active-user referral.
• Companion: saas-transactional-email-infrastructure, tabler-email-templates, product-led-growth, saas-growth-metrics, saas-entitlements-and-plan-gating.

§1 The Six Sequences

From Garbugli's SaaS Email Marketing Playbook:

Bonus (out of scope here, owned by sales): Cold / acquisition — outbound prospecting.

§2 The Data Model the Email Tool Receives

Contact attributes (sticky on the contact record in Customer.io / Braze):

• email, name, tenant_id, tenant_name, tenant_plan, tenant_mrr
• role (owner / admin / member / billing)
• signup_date, first_login_date, last_login_date
• lifecycle_stage (visitor / signup / trial / activated / paid / churned / reactivated)
• acquisition_channel, utm_source/medium/campaign
• firmographics (industry, company_size, country, language)
• activation_state (boolean + date)
• pql_score, churn_risk_score, nps_score, last_nps_date
• unsubscribed_categories[]

Events (firehose):

• user.signed_up, user.activated, user.logged_in, user.invited_teammate
• feature.X.used_first_time, feature.X.used_repeat
• trial.started, trial.day_N, trial.ended, trial.converted
• subscription.upgraded/.downgraded/.cancelled
• payment.failed, payment.succeeded
• support.ticket.created, support.csat_low
• usage.approaching_limit, usage.limit_hit
• gate.denied (feature locked behind higher plan)

Wire via the event bridge from saas-transactional-email-infrastructure.

§3 Sequence 1 — Welcome & Onboarding

Trigger: user.signed_up (or tenant.created if more than one user joins simultaneously).

Goal: drive to activation event within trial window.

Structure (typical 5-7 email branch):

T+0       Welcome — confirm signup, deliver core CTA, set expectations
T+1d      Getting Started — concrete first step
T+3d      Feature Discovery — high-value feature the user hasn't touched
            if user.activated: branch → "you're flying" follow-up
            else:               branch → "having trouble? here's help"
T+5d      Social proof — case study from similar customer
T+7d      Activation check
            if user.activated: branch → "next milestone" + power-feature
            else:              branch → support-offer + troubleshooting
T+trial-3 Trial-end warning — value-led
T+trial   Trial-end conversion — offer + paywall CTA
            branch on subscription.created → "welcome to paid" (sequence ends)
            branch on no subscription → "extended trial" or downgrade-to-free

Suppression:

• Skip if already paid plan at signup (B2B paid trial → straight to enterprise sequence).
• Stop sending if user.activated past T+3 + feature.X.used_repeat (user is in product).
• Always honour explicit unsubscribe.

§4 Sequence 2 — Behavioral & Lifecycle

Trigger: event presence or absence in product.

Examples:

Send cadence: event-driven; capped at 2 / week per user / category.

§5 Sequence 3 — Upgrade / Upsell / Expansion

Trigger: PQL score threshold OR specific gate hit.

Examples:

Coordinate with in-app: if the in-app prompt fires today, suppress the email today.

§6 Sequence 4 — Retention / Churn Prevention

Trigger: churn-risk score crosses threshold OR specific churn-precursor events.

Examples:

Suppression: stop if user un-cancels or upgrades.

§7 Sequence 5 — Reactivation

Trigger: long inactivity (last_login_date < now - 60d, configurable).

Structure:

T+60d   "We miss you" — emotional, value-led
T+67d   "What's new" — features added since they left
T+74d   "Special offer" — discount, extended use, or restore-data offer
T+81d   "Final goodbye" — last chance + permission to fully unsubscribe

After the sequence, mark permanently_dormant and move to broadcast-only suppression.

§8 Sequence 6 — Referral

Trigger: nps_score >= 9 recent OR active_user >= 30d sustained + plan = paid.

Examples:

• "You're getting value — would you tell a friend?" (links to in-app invite flow)
• "Give X, get X" referral CTA
• Champion-program invite (for enterprise)

§9 Trigger Contract

The contract between product events and sequence enrolment:

The email tool (Customer.io / Braze) consumes events and routes per the contract.

§10 Coordination with In-App Prompts

Single rule: one channel at a time per user per upgrade-context per day.

On upgrade_signal_for_user:
  if user.in_app_session_active:
    → fire in-app prompt (Pendo / Appcues / built-in)
    → suppress email today
  else:
    → fire email
    → suppress in-app prompt for 24h after click

Store the coordination state in a prompt_dispatcher service that the email tool and in-app tool both consult.

§11 Revenue Attribution

Every send writes:

• send_id, user_id, tenant_id, sequence, email_id, template_id, cohort_tag, timestamp.

Every open/click/conversion writes back with the send_id lineage.

Materialise in the warehouse:

• Per-sequence conversion rate (sent → opened → clicked → converted).
• Per-email revenue (sum of subscription.upgraded MRR delta in 7d post-click).
• Control vs treatment: maintain a hold-out cohort (e.g., 5% random skip) per sequence to measure incremental revenue.

§12 Anti-Patterns

• Scheduled drip ignoring user behavior — welcome email T+3 still hits a user who already activated and upgraded by T+1.
• No A/B test rhythm — emails go stale, conversion decays silently.
• Upgrade emails to users on the top plan — annoying; bad attribution.
• Reactivation that pings explicit unsubscribers — legal liability + spam.
• No prompt_dispatcher — in-app + email double-fire — user sees the same nudge twice in 5 minutes.
• Sequences live in the email tool only — engineering can't reason about them; can't test the trigger logic.
• Cancellation reason not captured — win-back sequence can't personalise.

§13 Read Next

• saas-transactional-email-infrastructure — the infra underneath.
• tabler-email-templates — the templates each sequence uses.
• product-led-growth — PQL + activation signals.
• saas-entitlements-and-plan-gating — gate.denied event source.
• saas-growth-metrics — churn-risk + cohort retention.
• subscription-billing — billing-event triggers.