FY27 GTM Engineering

Do More With More

We're giving teams more AI tools, agents, and automation, so they can focus on the work that actually moves the business. The goal is to simplify and focus: fewer manual steps, fewer context switches, fewer things falling through the cracks.

Simplify

Remove the manual work
that slows teams down

Focus

Point people to where
AI helps them most

Guide

Hands-on enablement
for every team

Q4 Approved Plan · Nov 2, 2026 · Cross-Functional Leadership

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Q4 · Nov 2026 to Jan 2027 · Updated Nov 2

Q4 Plan: Retention First

Build on the intelligence and agents already in use. Retention leads, supported by trusted data and reliable production delivery.

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Objectives

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Key results

4 / 4 / 3 / 3

KRs by priority

Jan 31

2027 Q4 deadline

O1: Improve customer retention through activation and automated engagement. ↗

KR1 · CSM inactivity detection, outreach and follow-up ↗

KR2 · 15 qualified renewal meetings ↗

KR3 · Sente first-response drafts and routine follow-up ↗

KR4 · 15 qualified paid-expansion meetings ↗

O2: Build upon trusted intelligence for retention and demand. ↗

KR1 · 100% of agreed data feeds and customer shares accepted ↗

KR2 · Weekly Finance-approved renewal reconciliation ↗

KR3 · Marketing conversion agent with 5 test proposals ↗

KR4 · Expand Customer Command Center decisions, actions and results ↗

O3: Maintain and manage the software production factory to run reliable agents for GTM. ↗

KR1 · 3 accepted production-ready releases ↗

KR2 · 4 consecutive weekly scorecards across every active app ↗

KR3 · 3 accepted contractor work packages within budget and deadline ↗

[Possible realignment] O4: Spend activation engine ↗

KR1 · 5 completed aged inventory or Merch campaigns ↗

KR2 · 5 completed marketplace or e-gift campaigns ↗

KR3 · 5 additional completed repeat campaigns ↗

Current targets retained. Objective and KR RACI unassigned.

Approved Wrike OKRs ↗ · Full descriptions, work checklists and RACI in Notion ↗

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Q4 · Customer outcomes

Activate, Engage and Retain

Extend existing customer workflows and make the next useful action visible.

O1 · Customer retention

CSM: daily inactivity and declining-engagement review ↗
Choose a supported play, reach the right contact, and adjust follow-up when customers reply or resume use.
Renewal: 15 qualified meetings ↗
Detect risk, run supported outreach and follow-up, and record the meeting outcome.
Sente: draft the first response to every supported TechTouch request ↗
CSMs review, edit and send first responses. Approved routine service and re-engagement follow-up runs automatically.
AM: 15 qualified paid-expansion meetings ↗
Keep expansion outcomes distinct from service and renewal activity.

O2 · Trusted intelligence

Agreed data feeds and customer shares: 100% operating and accepted ↗
Include the first Tableau replacement report. Full Tableau and Snowflake retirement remain outside this KR.
Finance-approved weekly renewal reconciliation ↗
Cover all agreed records; show both values and track every mismatch through resolution.
Marketing conversion agent: 5 test proposals ready for approval ↗
Each proposal includes evidence, a baseline, a success measure and the proposed change.
Customer Command Center: expand the existing workspace ↗
Show account plans, selected plays, actions and results. At least 3 pilot users each week for 4 consecutive weeks.

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Q4 delivery roadmap

November 2026 → January 2027

Approved workstreams and quarter-end targets, in priority order.

NovemberDecemberJanuary · Q4 closes Jan 31

01 · RETENTION

CSM engagement · Renewal meetings · Sente response drafts and follow-up · AM expansion meetings

15 qualified renewal meetings + 15 qualified paid-expansion meetings

02 · INTELLIGENCE

Accepted feeds and customer shares · Weekly renewal reconciliation · Conversion agent · Expanded CCC

100% agreed data scope · 5 test proposals · CCC pilot usage

03 · PRODUCTION FACTORY

Production-ready releases · Active-app scorecards · Accepted contractor work

3 releases · 4 consecutive weekly scorecards · 3 contractor packages

04 · POSSIBLE REALIGNMENT

Aged inventory / Merch · Marketplace / e-gifts · Repeat campaigns

5 completed campaigns in each KR · RACI unassigned

Approved Wrike OKRs ↗ · Full descriptions, work checklists and RACI in Notion ↗

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Measurement & Value · Evidence recorded Oct 5

Value & ROI

Live tools are creating customer engagement, reducing manual work and replacing vendor spend.

Launched work	Evidence recorded by Oct 5	What we measure next
Sendo ↗	20 people · 46 questions · 23 conversations Launch day report, Sep 30; agent reported.	Weekly active and returning users; resolved questions; sampled answer time and quality.
Sente ↗	2 meetings booked in 1.5 weeks Proactive re-engagement with meeting prep ready for the team.	Unique outreach → replies → held meetings → qualified opportunities. Deduplicate bookings.
Website Performance ↗	Automatic daily refresh is live GA4 and Clarity reporting, Oct 1 release.	Report preparation time before and after; recurring users; completed analyses.
Support Console ↗	Replaced Dataland ($42k) Support lookup workflows now run in our console.	Lookup time and success rate; ongoing operating cost and net savings.

Capacity returned

Completed tasks × observed minutes saved, after review and rework. Track hours before assigning dollar value.

Business outcomes

Link held meetings and follow-up to CRM outcomes. Revenue attribution needs a baseline and comparable cohort.

Financial return

Verified labor value + retired tool spend, less build and operating cost. Keep capacity value and cash savings separate.

Q4 O3 KR2: publish four consecutive weekly scorecards for every active app. Track use, completed work, results and full costs; record an improve, expand or retire decision for each. Historical figures above remain dated evidence.

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Q4 · App scorecards and business results

From Hours Saved to Business Results

Hours saved are the starting point. The stronger story is what got done, what grew revenue, and what costs came out.

01 · EFFICIENCY

Human hours saved

Compare manual time with assisted time, including review and rework. Show capacity returned by workflow.

02 · EXECUTION

Work completed

Count accepted Salesforce campaign setups, approved outreach and completed tasks. Track time to ready and quality.

03 · BUSINESS RESULTS

Revenue outcomes

Connect activity to pipeline and Closed Won New ARR. Report sourced and influenced separately; keep expansion and retention distinct.

Example to instrument: Salesforce Campaign Set-up

Request → configured campaign → validation → accepted Campaign ID

Report completed setups, median turnaround, first-pass acceptance and rework. Tie every result to a real record.

Already live: outreach activity in Salesforce

Sent outreach → Campaign Member → Sent / Responded

Replies and bookings feed the campaign. Next: distinguish held meetings, eligible opportunities and revenue. See workflow ↗

Cash return stays visible: Replaced Dataland ($42k). Track replacement operating cost and net savings alongside capacity and revenue.

Q4 scorecards distinguish verified financial gains, estimated time savings and assisted revenue. Link figures to evidence and flag missing data. Retention, expansion and new ARR remain separate outcomes.

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Product demo · Sendo · Recorded Oct 5

Sendo: Customer Intelligence in One Conversation

Ask across conversations, support, account health, Salesforce and sends without assembling the context by hand.

Live

Relaunched Sep 30

20

People on launch day

46

Questions asked

23

Conversations

01 · CUSTOMER CONTEXT

Walk into the meeting prepared

“Build a brief for [account]: recent conversations, support issues, health and renewal context. Show the sources.”

02 · LIVE SEND LOOKUP

Find the current send status

“What is the current status of send [ID]? Include tracking, any recorded failure reason and data freshness.”

03 · REUSABLE OUTPUT

Turn an answer into follow-up

“Compare [account] spend in August and September. Explain the spend definition and export a CSV.”

What changed: Broader customer, support, account and send intelligence in one conversation. Live lookup for an individual send or ship notice added Oct 5.

Open Sendo walkthrough ↗Live lookup release ↗

Launch-day usage is from the reported recap. Demo prompts use a known account and valid send ID. Read and analyze access; bulk reports use refreshed warehouse data. Usage recap ↗

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Product demo · Messaging Studio · Recorded Oct 5

From Account Context to a Message Worth Sending

A concrete, visual workflow for Sales and Marketing: context → draft → human review → export.

Beta workspaceLive product demo

Start with a person and a goal

Use contact and account context. Choose cold outreach or account expansion, the outcome you want and a clear call to action.

Bring the team’s best examples

Past performance and a winning library guide the draft. Review the copy, check evidence and approve before export.

Open Messaging Studio ↗

Demo path: Compose → Drafts & review → existing fictional launch test → evidence → approved export.

Actual Messaging Studio beta showing an approved fictional demo email with account context and a meeting request

Actual beta workspace · fictional demo sequence · captured Oct 5

What to watch: Does the draft use the right facts, sound like the team, and give the recipient a clear reason to respond? Approved sequences export to CSV or JSON for an outreach tool.

Existing two-email demo inspected with an evidence reference and approved export. This workspace does not send messages. Adoption and reply-rate improvement remain to be measured.

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Q4 · Delivery and operating outcomes

Reliable Releases and Completed Campaigns

The production factory supports the customer priorities. Spend activation remains flagged for possible realignment.

O3 · Maintain the production factory

3 accepted production-ready releases by Jan 31 ↗
Passing tests, live use, acceptance and operating instructions. Monitoring, failure recovery and duplicate-action prevention belong in release acceptance.
4 consecutive weekly scorecards for every active app ↗
Usage, completed work, business results and full costs. Record an improve, expand or retire decision for each app.
3 accepted contractor work packages ↗
Deliver usable work within the agreed budget and deadline, with test evidence and handoff notes.

[Possible realignment] O4 · Spend activation engine

5 completed customer-approved aged inventory or Merch campaigns ↗
5 completed customer-approved marketplace or e-gift campaigns ↗
5 additional completed repeat campaigns ↗
Link each repeat to its original campaign and count it only under KR3.

All three targets remain due January 31, 2027. The objective and every KR have Responsible, Accountable, Consulted and Informed unassigned.

Workflow reliability and recovery is tracked in the General Work Stream operating plan ↗. Release-specific reliability is included in O3 KR1.

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Questions?

GTM Engineering: Building the "more" in "do more with more"

Submit a Request

Wrike

Open →

v2.10.0 · Nov 2026 · GTM Engineering

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Q1 · Feb to Apr 2026

Q1 Closed: 17 of 19 Delivered

Two pulled to future state. Everything else shipped or rolled into Q2.

17

Delivered

2

Deprioritized

89%

Hit Rate

100%

P1s Delivered

Databricks POC ✓

Proved Fivetran → Snowflake → Databricks architecture. New agents stand up in days, not weeks.

ICP Scoring ✓

Account + Contact scoring deployed to AE team. Performance validated. Lead routing live April 3.

Lifecycle Platform ✓

Visual lifecycle mapping with agent-consumable API. React Flow + Cloudflare. Auto-deployed.

Product Schema in Databricks ✓

Product data schema ready and updated in Databricks. AI and agent consumption ready.

Salesforce Schema ✓

Account, Contact, Opportunity objects documented at field level. AI/Databricks consumption ready.

Agent Production Pipeline ✓

End-to-end pipeline from agent idea intake through scoring, review, and sprint execution. Operational and repeatable.

Also shipped: Ticket Estimation System · Marketo Health Audit Workbook · Documentation Framework · Outbound Orchestration Consolidation · Sales Proposal Deck Automation

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Q2 · May to Jul 2026

Q2 Close: Scale & Automate

Four objectives, sixteen key results. Anchored to Simply Sendoso: Easier to See Value, Easier to Buy, Easier to Operate. Status as of Jul 26. 11 of 16 delivered.

16

KRs

11

Delivered

8 of 8

Agents Live

10 of 10

Playbooks Live

2 of 6

Apps Live

O1 · Automate CX across the book to drive NRR Easier to See ValueWrike ↗

Replace manual CX work with agents and automated value motions, measured by retention and expansion impact.

Value reports live as a CSM Agent playbook, beta complete. Full rollout carries to Q3.
Renewal Review complete, findings integrated into renewal automation.
Churn forecasting model in production on our data platform.
AM Agent live with the URS framework, in beta with an AM cohort. Pipeline measurement carries to Q3.

O2 · Accelerate top-of-funnel efficiency without headcount Easier to BuyWrike ↗

Better conversion, higher-quality pipeline. Supports $2.5M Q4 new ARR.

MQL to SQL conversion baselines established across both scoring sources.
Predictive intent layer cancelled in quarter, rescoped into Q3.

O3 · Build the AI-native MOps engine Easier to OperateWrike ↗

From reactive ticket-runners to autonomous execution.

Marketing Ops Agent launched. The 50% no-human-review target carries to Q3.
Email build cycle time baselined per template type, improvement options scoped.
Demand gen campaign assist cancelled in quarter, rescoped into Q3.
Compliance flow remediated and phantom MQL signals verified eliminated.
Marketo database cleanup executed against the Q1 audit.

O4 · Mature the agent program operating model Easier to OperateWrike ↗

Build the engine that ships AI safely at scale.

Build process standardized: spec, design review, definition-of-done, enforced across three builds.
AI intake redesigned and measured. Moving to SuperOrg in Q3 for complete context by default.
Agent observability live: monitoring, Slack alerting, escalation tracking per agent.
Our data platform documented as system of record per agent.
Delivered: 8 agents · 10 playbooks · 2 of 6 apps · 2 agents owned outside GTM Eng

Complete / on track In progress Cancelled, moved to Q3

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More Context: From Prior Versions

The October Q3 status and proposed launch plan are preserved in v2.9.2. Earlier framework and concept slides remain available below.

October Q3 Roadmap Snapshot

The original Q3 scorecard, agent roster and proposed launch calendar, as recorded October 5.

v2.9.2 · Q3 plan →

The Vocabulary: Claude Is a Tool

Claude is a tool people use. Agents are programs we build. Why decoupling the two matters.

v2.4.0 · slide 10 →

Agent Program: How Agents Get Prioritized

The weighted scoring rubric and the intake-to-production pipeline behind every agent we build.

v2.4.0 · slide 11 →

The Foundation: A Repeatable Agent Factory

The framework, security, data layer, and structure that let a new agent stand up in hours.

v2.4.0 · slide 7 →

Real Examples: Provisioning & Webflow

Before/after/future stories for starter provisioning and Webflow self-service. The original "imagine a world where" framing.

v1.0.1 · slide 3 →

Guided Rollout Plan

Databricks One → Claude pockets → First Agents. Sequencing logic for the original rollout.

v1.0.1 · slide 4 →

Trust Model: HITL → Autonomous

Three-tier autonomy framework: automated day one (internal), human-in-the-loop, graduated autonomous. Still the model we use.

v1.0.1 · slide 5 →

All prior versions accessible via the Versions button (bottom-right).

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