Membership & subscription

Membership and subscription businesses run on sign-ups, onboarding, and retention. In the UK, you're balancing sales or marketing, member success, and operations—often with a platform like Memberstack, Circle, or a custom setup. When enquiries and sign-ups land in email and spreadsheets, onboarding is manual, and handover between teams is informal, members slip and churn creeps up.

The operational reality in this sector

You take enquiries and sign-ups via web forms, payment flows, and sometimes email or phone. Someone qualifies, onboard, or hands over to success—often manually. Member data lives in your platform; pipeline and onboarding workflow often live in spreadsheets or inboxes. Handover can be a forwarded email or a note in Slack. The operational reality is reactive intake, unclear ownership, and "did we onboard that member?" when volume grows.

Common friction we see

• Enquiries and sign-ups land in multiple places; no single pipeline or onboarding view.
• Onboarding is manual—welcome emails, access, check-ins—with no clear workflow or ownership.
• Handover between sales, success, and ops is informal; context gets lost.
• Pipeline and retention live across platform, spreadsheets, and email; reconciliation is manual.
• Too much time on "who's got this member?" and "have we sent the welcome pack?"
• Members experience a disjointed journey because ownership is unclear.

What this looks like in practice

A typical membership business has a sign-up form and a payment flow. New members land in the platform; onboarding—welcome sequence, access, success check-in—is done from memory or a loosely followed checklist. Handover from sales or marketing to success is a quick message or a spreadsheet row. When membership grows, onboarding slips, handover blurs, and the team scrambles to keep up. Early churn often traces back to missed onboarding or unclear ownership.

How we typically approach this

We start with discovery: we map how sign-ups and enquiries come in, how onboarding works, and how handover between teams happens. We design workflows—intake, onboarding, handover—that fit your platform and size. We build or configure so sign-ups land in one place, ownership is clear, and handover is documented. We keep it simple; we train your team and support go-live. You run it yourselves after that.

What changes after implementation

• One place for sign-ups and pipeline; clear ownership and onboarding.
• Onboarding and handover tracked consistently; fewer missed members.
• Clear handover between sales, success, and ops; less "nobody told me."
• A single view of pipeline and onboarding when you need it.
• Smoother member journey, better retention.

Tools we commonly work with

We work with what you use: membership or subscription platforms (e.g. Memberstack, Circle, Stripe, Chargebee), Google Workspace, Microsoft 365, email tools, Xero, and form or CRM tools. We connect intake, onboarding, and handover so you're not rekeying or chasing across systems.

A short example from the field

Illustrative example. A coaching membership had sign-ups from their site and payment flow. Onboarding was a welcome email and a manual add to the community; handover to success was a spreadsheet. We built a single intake pipeline, clear onboarding steps, and simple handover checklists that fed into their platform. The team could see every new member and their onboarding status. Handover improved and early churn dropped.

FAQs

We use a membership or subscription platform. Do we need to replace it?
Usually no. We integrate with what you have. The gap we fill is often enquiry intake, onboarding workflow, and handover—so sign-ups and members land in one place and flow into your platform.

What about renewals and churn?
We can design for onboarding, renewals, and success workflows. Visibility into pipeline and handover often surfaces where members slip—we'll map your flows and build to that.

We're small. Is this overkill?
Small teams lose sign-ups and burn time on manual onboarding too. We scope to your size. A single intake and clear handover often pay back quickly.

Next step

If sign-up intake and onboarding are holding you back, we can help you capture every member, onboard clearly, and hand over without the chaos. View our services or see how we work.