SaaS companies are built on technology, but internal operations often lag behind. This checklist covers the operational systems that scale alongside your product.
Product Analytics
- Product usage tracking and event analytics
- Feature adoption metrics
- User journey mapping
- Cohort retention analysis
- A/B testing framework
Subscription Billing
- Usage-based or seat-based billing engine
- Self-service plan upgrades and downgrades
- Dunning management for failed payments
- Revenue recognition (ASC 606 compliance)
- Invoicing for enterprise contracts
Customer Success
- Customer health scoring
- Onboarding workflow automation
- Renewal tracking and management
- Expansion opportunity identification
- NPS and satisfaction surveys
Sales and CRM
- CRM with pipeline management
- Lead scoring and qualification
- Demo scheduling automation
- Proposal and contract generation
- Sales forecasting
Support and Documentation
- Help desk and ticket management
- Knowledge base and documentation site
- In-app help and tooltips
- Community forum
- Status page for uptime communication
DevOps and Infrastructure
- CI/CD pipeline automation
- Infrastructure as code
- Monitoring and alerting
- Log management and analysis
- Incident management workflow
Security and Compliance
- SOC 2 readiness or certification
- GDPR / privacy compliance
- Single sign-on (SSO) for customers
- Role-based access control
- Security audit and penetration testing schedule
Marketing and Growth
- Product-led growth mechanisms
- Content marketing and SEO
- Email marketing automation
- Attribution and analytics
- Free trial or freemium optimization
Website
- High-converting marketing website
- Pricing page with plan comparison
- Integration directory
- Customer case studies
- Changelog and product updates
Reporting
- MRR / ARR dashboards
- Churn analysis by cohort and plan
- CAC and LTV metrics
- Net revenue retention
- Burn rate and runway tracking
Next Steps
Product analytics, billing, and customer success are the core triad. Invest here first.
Ready to scale your SaaS operations? Contact us to discuss your technology needs.