Project Context
Notion has launched a new self-serve annual billing flow for small business customers. Two weeks after release, conversion to paid plans is down 11%, support tickets are up 38%, and Finance has flagged invoice mismatches affecting roughly 6% of upgraded accounts. You are the program manager assigned to stabilize the launch, incorporate feedback, and decide whether to fix forward, partially roll back, or fully revert.
The core team includes 10 people: 4 engineers, 1 designer, 1 data analyst, 1 QA lead, 1 product manager, 1 support operations lead, and you. The CEO wants a clear recovery plan within 5 business days because the billing flow is tied to quarterly revenue targets.
Key Stakeholders
- VP of Product wants fast recovery and minimal disruption to the roadmap.
- Head of Finance wants invoice accuracy restored immediately and is willing to pause the launch.
- Support Lead wants ticket volume reduced within 2 weeks.
- Engineering Manager is concerned the team is already committed to a separate enterprise permissions release due next month.
Constraints
- You have 6 weeks to stabilize the experience before quarter-end.
- Only 2 of 4 engineers can be fully dedicated; the other 2 are allocated 50% to the permissions launch.
- Remaining discretionary budget is $85,000 for contractors, tooling, and customer remediation.
- Legal requires any customer billing correction to be communicated within 10 calendar days.
- The billing provider can support only one production schema change window per week.
Complications
- Early customer feedback is conflicting: some users prefer the new flow, while high-value customers report trust issues.
- A senior engineer who built the invoice logic is leaving in 3 weeks.
- Sales leadership is pressuring the team not to roll back because pipeline messaging already references the new billing experience.
Your Task
- Build a 6-week execution plan to address the failed launch.
- Explain how you would gather, prioritize, and act on feedback from customers and internal teams.
- Recommend whether to fix forward, partially roll back, or fully revert, including trade-offs.
- Define success criteria and a communication plan for executives, Finance, Support, and customers.
- Identify the top risks and your mitigation approach if recovery efforts do not work.
