Unclassified
Customer Zero Constitution
Status: DRAFT
Scope: How IntegrateWise runs IntegrateWise itself — departments, roles, objectives, workflows, Twin playbooks, KPIs, approvals, execution.
Canonical Owner: IntegrateWise Platform
Last Verified: 2026-07-20
1. Purpose
This document answers: How does IntegrateWise run IntegrateWise?
It does not describe UI screens. It describes the company as a governed operation inside the Adaptive Workbench.
2. Organizational structure
| Department | Primary Role | Industry Context |
|---|---|---|
| Founder | CEO / Founder | SaaS |
| Sales | Sales Rep / Sales Manager | SaaS |
| Marketing | Marketing Manager | SaaS |
| Customer Success | CSM Lead / Renewal Manager | SaaS |
| Finance | Finance Manager | SaaS |
| Engineering | Engineering Lead / QA | SaaS |
| Product | Product Manager | SaaS |
| Operations | COO / Ops Analyst | SaaS |
| Support | Support Agent / CSM | SaaS |
| HR | HR Manager | SaaS |
| IT | IT Admin | SaaS |
| Legal | Legal Counsel | SaaS |
3. Per-department operating model
3.1 Founder
- Objectives: company health, revenue, product-market fit, cash, hiring, strategy
- Daily workflows: Founder Brief, Revenue Review, Pipeline Review, Hiring Review, Board Preparation
- Views: Founder's Cockpit, CEO Dashboard, Revenue Waterfall, Executive Dashboards
- Connected systems: Salesforce, Stripe, HubSpot, Zendesk, Jira, Slack, Google Calendar, Notion, QuickBooks, LinkedIn
- Canonical entities: account, opportunity, campaign, incident, invoice, employee, project, decision
- Twin playbooks: morning brief, risk digest, board narrative, hiring pipeline review
- KPIs: ARR, MRR, Pipeline, Burn, Runway, NPS, NRR, Win Rate, Hiring Velocity, OKR Progress
- Approval chains: Founder → Department Head → Execution
- Execution plans: budget adjustment, hiring open, forecast update, decision record
3.2 Sales
- Objectives: pipeline coverage, win rate, deal velocity, forecast accuracy
- Daily workflows: pipeline triage, deal review, sequence management, forecasting
- Views: Sales Pipeline, Deals, Accounts, Contacts, Activities, Analytics
- Connected systems: Salesforce, HubSpot, LinkedIn, Gmail, Slack, Google Calendar, Zoom
- Canonical entities: deal, opportunity, lead, contact, account, activity
- Twin playbooks: deal risk analysis, next best action, forecast update, stakeholder mapping
- KPIs: Pipeline, Win Rate, Avg Deal Cycle, Pipeline Velocity, Activity Score, Forecast Accuracy
- Approval chains: Rep → Manager → Sales Director
- Execution plans: discount approval, exception pricing, legal review, deal close
3.3 Marketing
- Objectives: lead generation, MQL volume, campaign ROI, pipeline influence, CAC efficiency
- Daily workflows: campaign monitoring, lead routing, content review, A/B test analysis
- Views: Marketing Dashboard, Campaigns, Attribution, Analytics, Forms, Ads
- Connected systems: HubSpot, Mailchimp, Google Ads, LinkedIn Ads, Google Analytics, Salesforce, Slack
- Canonical entities: campaign, lead, attribution, form, ad, content
- Twin playbooks: campaign optimization, lead scoring, channel mix, creative refresh
- KPIs: MQLs, SQLs, CAC, Pipeline Generated, Campaign ROI, Lead-to-Win, CTR
- Approval chains: Marketing Manager → VP Marketing
- Execution plans: campaign launch, budget increase, audience refinement, content creation
3.4 Customer Success
- Objectives: retention, expansion, health, NRR, renewal rate
- Daily workflows: health review, renewal triage, QBR prep, risk mitigation, executive check-ins
- Views: CSM Dashboard, Accounts, Renewals, Risk Matrix, Executive Dashboard, Intelligence Center
- Connected systems: Salesforce, HubSpot, Zendesk, Slack, Google Calendar, Jira, Stripe, Notion
- Canonical entities: account, renewal, risk, engagement, task, opportunity, ticket
- Twin playbooks: renewal forecast, risk detection, expansion signal, QBR preparation
- KPIs: Total ARR, At-Risk ARR, Renewal Rate, Health Score, NPS, CSAT, Expansion ARR
- Approval chains: CSM → CS Manager → VP Customer Success
- Execution plans: renewal approval, escalation, discount, executive alert
3.5 Finance
- Objectives: runway, collections, budget adherence, P&L accuracy, cash flow
- Daily workflows: invoice review, expense approval, collection follow-up, budget reforecast, board financials
- Views: Finance Dashboard, Invoices, Expenses, Budget, Forecasting
- Connected systems: QuickBooks, Stripe, Salesforce, Bill.com, Google Sheets, Slack
- Canonical entities: invoice, expense, payment, budget, forecast, revenue_metric
- Twin playbooks: anomaly detection, collection risk, budget variance, runway trajectory
- KPIs: Revenue, Gross Margin, Burn Rate, Runway, Collections Rate, Net Margin, Cash Flow
- Approval chains: Finance Manager → CFO → Founder
- Execution plans: invoice approval, expense approval, payment schedule, collection reminder, budget adjust
3.6 Engineering
- Objectives: deployment reliability, incident response, velocity, bug resolution, technical debt
- Daily workflows: standup, incident triage, PR review, deployment monitoring, postmortem
- Views: Dashboard, Sprints, Releases, Incidents, Bugs, Deployments
- Connected systems: GitHub, Jira, Linear, Slack, Google Calendar, Notion, Mixpanel
- Canonical entities: sprint, task, bug, incident, deployment, pull_request, release
- Twin playbooks: sprint risk, bug triage, deployment anomaly, technical debt assessment
- KPIs: Velocity, Cycle Time, Deployment Frequency, MTTR, Bug Severity, PR Throughput
- Approval chains: Engineer → Tech Lead → Engineering Manager
- Execution plans: hotfix approval, release promotion, incident escalation, scope change
3.7 Product
- Objectives: roadmap execution, feature adoption, customer satisfaction, strategic alignment
- Daily workflows: feedback review, roadmap prioritization, sprint planning, PRD review, analytics review
- Views: Product Roadmap, Sprints, Backlog, Customer Feedback, Feature Intelligence, Releases
- Connected systems: Jira, GitHub, Linear, Notion, Zendesk, Intercom, Mixpanel, Slack, Google Calendar
- Canonical entities: feature, epic, sprint, story, bug, feedback, release, analytics
- Twin playbooks: feedback clustering, roadmap prioritization, bug triage, competitive analysis
- KPIs: Adoption, NPS, Feature Usage, Sprint Velocity, Bug Resolution Time, Release Frequency
- Approval chains: Product Manager → VP Product → Founder
- Execution plans: roadmap update, sprint scope change, feature prioritization, PRD approval
3.8 Operations
- Objectives: process efficiency, cross-functional flow, cost control, SLA compliance
- Daily workflows: ops review, workflow monitoring, incident response, resource planning, metric review
- Views: Ops Command Center, Workflows, Analytics, Tasks, Initiatives
- Connected systems: Salesforce, Jira, Zendesk, HubSpot, Slack, Google Calendar, Notion, internal HRIS/finance
- Canonical entities: workflow, incident, ops_metric, initiative, task, process
- Twin playbooks: bottleneck detection, process optimization, capacity forecasting, tool evaluation
- KPIs: Cycle Time, Error Rate, Throughput, Cost Variance, SLA Compliance, Capacity Utilization
- Approval chains: Ops Manager → COO → Founder
- Execution plans: workflow update, process change, resource reallocation, tool evaluation
3.9 Support
- Objectives: first response time, resolution time, CSAT, SLA compliance, first contact resolution
- Daily workflows: ticket triage, response drafting, escalation, knowledge base update, customer follow-up
- Views: Tickets, SLA Dashboard, Knowledge Base, Analytics, Customer Context
- Connected systems: Zendesk, Freshdesk, Intercom, Jira, Slack, Salesforce, Internal KB
- Canonical entities: ticket, response, macro, kb_article, customer, escalation
- Twin playbooks: response drafting, escalation prediction, knowledge suggestion, sentiment analysis
- KPIs: First Response Time, Avg Resolution Time, CSAT, FCR, SLA Compliance, Escalation Rate, NPS
- Approval chains: Support Agent → Support Lead → Support Manager
- Execution plans: escalation, compensation, SLA exception, process change, knowledge article creation
3.10 HR
- Objectives: retention, headcount, performance, onboarding, compliance
- Daily workflows: 1:1 review, performance check, onboarding coordination, policy update, hiring review
- Views: Dashboard, Team, Tasks, Docs, Meetings, Analytics
- Connected systems: BambooHR, Deel, LinkedIn, Slack, Google Calendar, Notion, Gusto
- Canonical entities: employee, project, team, goal, performance_review, hiring_req
- Twin playbooks: retention risk, onboarding assistance, performance insights, policy compliance
- KPIs: Headcount, Retention Rate, Time-to-Hire, Employee NPS, Training Completion, Pay Equity
- Approval chains: HR Manager → HR Director → Founder
- Execution plans: hiring open, offboarding, performance review, compensation adjustment, accommodation
3.11 IT
- Objectives: system health, security, uptime, patch compliance, license management
- Daily workflows: system monitoring, incident response, patch management, vendor review, access review
- Views: Dashboard, Systems, Incidents, Vulnerabilities, Connected Apps
- Connected systems: Cloudflare, internal monitoring, Slack, Google Calendar, vendor portals
- Canonical entities: system, incident, vulnerability, ops_metric, access_request
- Twin playbooks: patch aging, license expiry, incident detection, access anomaly
- KPIs: Uptime, Incident Count, Patch Compliance, Vulnerability Age, License Utilization, Access Requests
- Approval chains: IT Admin → IT Manager → Founder
- Execution plans: change window, vendor spend, incident escalation, access approval
3.12 Legal
- Objectives: contract compliance, risk mitigation, regulatory adherence, IP protection
- Daily workflows: contract review, compliance check, renewal reminder, legal request, policy update
- Views: Dashboard, Contracts, Compliance, Requests
- Connected systems: DocuSign, Notion, Slack, Google Calendar, internal repository
- Canonical entities: contract, compliance_requirement, legal_request, policy, renewal
- Twin playbooks: contract review, compliance check, risk assessment, renewal reminder
- KPIs: Contract Renewal Rate, Compliance Score, Legal Request TAT, Risk Exposure, Audit Findings
- Approval chains: Legal Counsel → General Counsel → Founder
- Execution plans: contract approval, compliance exception, legal request approval, policy update
4. Cross-functional workflows
| Workflow | Trigger | Departments | Twin Role | Governance |
|---|---|---|---|---|
| Renewal | 30 days before renewal | CS, Sales, Finance | Propose renewal playbook | CS approval |
| Expansion | Health > 75 + usage spike | CS, Sales | Propose opportunity | Sales approval |
| Incident | Sev-1 or customer impact | Support, Engineering, CS | Propose escalation + comms | Engineering + CS approval |
| Campaign | MQL drop or budget shift | Marketing, Sales | Propose optimization | Marketing approval |
| Hiring | Headcount gap | HR, Founder | Propose JD + interview loop | Founder approval |
| Budget Review | Monthly close | Finance, Founder, all | Propose reallocation | Founder approval |
5. Twin operational behavior
- Twin is always context-bound to the focused entity, view, or department.
- Twin proactively monitors signals across all connected systems.
- Twin norns recommendations are categorized as: observe, orient, decide, act.
- All consequential mutations require human approval.
- Twin learns from outcomes and updates playbooks.
6. Governance and approvals
- Auto-approve: low-risk read/list/create operations within role scope
- Require approval: update/delete/execute on medium/high-risk entities; cross-department actions; external sends
- Founder-only: budget adjust, hiring open, forecast update at company level, decision record
7. Customer Zero KPIs
| Category | KPI | Current | Target |
|---|---|---|---|
| Revenue | ARR | $180K | $500K |
| Revenue | MRR | $12K | $25K |
| Revenue | NRR | 114% | 120% |
| Revenue | Win Rate | 28% | 35% |
| Sales | Pipeline Coverage | 4.2x | 5x |
| Sales | Forecast Accuracy | ±12% | ±5% |
| Customer Success | At-Risk ARR | $24K | <$10K |
| Customer Success | Renewal Rate | 85% | 92% |
| Customer Success | Health Score | 62 | 75 |
| Product | Sprint Velocity | 34 pts | 40 pts |
| Product | Bug Resolution | 2.4d | 1d |
| Engineering | MTTR | 45 min | 30 min |
| Engineering | Deployment Frequency | 2/week | 5/week |
| Support | First Response Time | 45 min | 15 min |
| Support | CSAT | 4.2 | 4.5 |
| Marketing | MQLs | 42/mo | 75/mo |
| Marketing | Campaign ROI | 3.2x | 5x |
| Finance | Burn Rate | $108K/mo | $80K/mo |
| Finance | Runway | 18 mo | 24 mo |
| HR | Retention | 88% | 92% |
| IT | Uptime | 99.5% | 99.9% |
8. Execution plans
All execution plans follow the canonical lifecycle:
- Pre-proposal governance check
- Immutable plan creation
- Human approval
- Adapter resolution
- Execution with side effects
- Spine sync
- Projection refresh
Examples:
- Renewal approval for Acme Corp (
plan_renewal_acme_001) - LinkedIn campaign launch (
plan_campaign_linkedin_001)
9. Relationship to other constitutions
- Adaptive Workbench Constitution: describes views, connectors, KPIs, Twin OODA, capabilities per screen
- Canonical Entity Constitution: describes entity shapes, relationships, state machines
- Capability Constitution: describes canonical capability contracts, input/output, policies
- Connector Constitution: describes provider adapters, OAuth, sync, webhook lifecycle
- Twin Constitution: describes Twin runtime, memory, context, proposal grammar
- Projection Constitution: describes projection generation, caching, refresh triggers
- Governance Constitution: describes two-gate model, approval tokens, audit requirements
- Execution Constitution: describes execution engine, adapter resolution, rollback, side effects
- Runtime Constitution: describes Workers, D1, KV, R2, Queues, DO, service bindings, communication hierarchy