Ghost SecOps

Ghost SecOps Client Success Journey

3 min read

Client Success Journey Map

Overview

This document outlines the Ghost SecOps client engagement lifecycle, from initial contact to ongoing partnership. Each phase is designed to deliver maximum value while ensuring compliance and security objectives are met.

Client Lifecycle Diagram

💡 Edit this diagram: Open in Mermaid Live Editor

graph TD
     Initial Contact Phase
    A2 --> A[Initial Contact]
    A --> A3[Email Campaign]
    A3 --> A3a[First Email]
    A3 --> A3b[Follow-up]
    A3 --> A3c[Final Follow-up]
    A3a --> A4[Response Tracking]
    A3b --> A4
    A3c --> A4

     Subgraphs
    subgraph LeadGen[Lead Generation]
        A1a
        A1b
    end

    subgraph Outreach[Outreach]
        A3
        A3a
        A3b
        A3c
        A4
    end

    subgraph ClientFacing[Client Activities]
        B
        C
        D
        G
    end

    subgraph GhostOps[Ghost SecOps]
        E
        F
        H
    end

    %% Updated Labels
    Clay -->|Data Sourcing| Apollo
    Apollo -->|Export to CRM| A1a
    A1a -.->|List Building| A1b
    A -->|HubSpot / Instantly| A3
    A3a -.->|Day 0| A4
    A3b -.->|Day 3| A4
    A3c -.->|Day 7| A4

Phase Details

1. Lead Generation & Qualification

The lead generation process follows a structured flow starting with Clay for enrichment, followed by Apollo for contact sourcing and targeting, and finally HubSpot as the CRM for managing qualified leads. This pipeline ensures leads are accurately enriched, scored, and prepared for outreach.

Tech Stack & Process:

  1. Clay – Primary enrichment (job changes, LinkedIn insights, AWS tech signals)
  2. Apollo – Contact sourcing and targeting (ICP match, email discovery)
  3. HubSpot – CRM destination for qualified, enriched leads

Duration: Ongoing
Deliverables:

  • Enriched lead profiles
  • Personalization content
  • Segmentation reports
  • Lead scoring matrix

2. Outreach & Campaign Management

Contacts are exported from Apollo, enriched by Clay, and then imported into HubSpot. From HubSpot, leads are pushed into Instantly for multi-step email campaigns, with final data flowing into Folk CRM for pipeline management.

Tech Stack & Process:

  • Campaign Execution:
    • Instantly.ai: Primary outreach platform
      • Multi-step email sequences
      • Inbox rotation
      • A/B testing
      • Response tracking
  • Integration Flow:
    Apollo → Clay → HubSpot → Instantly → Folk CRM
  • Automated Triggers:
    • Slack alerts for high-intent replies
    • Calendly sync for meeting scheduling
    • Pipeline stage updates
  • Campaign Customization:
    • Dynamic content based on:
      • AWS infrastructure insights
      • Company industry
      • Compliance needs
      • Recent company news
    • Personalized opening lines
    • Custom case studies
    • Industry-specific value props

Duration: 1-2 weeks
Deliverables:

  • Campaign performance metrics
  • Response tracking
  • Lead scoring updates
  • Meeting scheduling

3. Discovery Call

Deep dive into client’s security and compliance needs
Assessment of current AWS environment
Discussion of compliance requirements (SOC2, NYDFS, etc.)

Duration: 1-2 weeks
Deliverables: Initial assessment report

4. Proposal & Contract

Customized engagement proposal
FastTrack pre-audit readiness plan
Service level agreements
Resource allocation

Duration: 1-2 weeks
Deliverables:

  • Detailed proposal
  • Contract
  • Project timeline
  • FastTrack checklist

5. Onboarding

Account setup and access provisioning
Tool deployment
Team introduction

Duration: 1 week
Deliverables:

  • Onboarding checklist
  • Access documentation
  • Initial training

6. Implementation

Security controls deployment
Policy development
Monitoring setup

Duration: 8-12 weeks
Deliverables:

  • Security controls documentation
  • Policy framework
  • Monitoring dashboards

7. Compliance Achievement

Control testing
Evidence collection
Audit support

Duration: 4-8 weeks
Deliverables:

  • Compliance evidence package
  • Audit reports
  • Certification documentation

8. Ongoing Partnership

Monthly security reviews
Continuous monitoring
Quarterly assessments

Duration: Ongoing
Deliverables:

  • Monthly reports
  • Quarterly reviews
  • Annual security assessment

Success Metrics

  • Lead Generation:
    • List quality score
    • Enrichment completion rate
    • Segmentation accuracy
  • Outreach:
    • Email open rates
    • Response rates by segment
    • A/B test performance
    • Campaign conversion rates
  • Pipeline:
    • Lead qualification rate
    • Time to first response
    • Deal velocity
  • Implementation:
    • Time to compliance achievement
    • Number of security findings resolved
    • Client satisfaction scores
    • Compliance maintenance status
    • Security incident response time

Graph View