Ghost’s B2B payment functionality was narrow with low adoption. Significant manual involvement was required to support multi-millions in weekly order values.
Our rigid system couldn't effectively serve all clients (single-person shops to Fortune 500 companies) threatening retention and competitive advantage.
Finance manually reconciled 76% of payments across three systems, and 40% of orders were delayed awaiting payment.
Auditing 150 deals revealed operational chaos: Numerous use cases, API rate limits, 40+ handoffs per deal. 78% of deals required fully custom terms, and our stakeholders had competing needs.
I embedded with Operations and Finance, mapping out their intensive workflows. My PM, eng leads, and I targeted payment opportunities across dual tracks:
Product: Event-based triggers, installment flexibility (10+), multiple payment methods
Operations: Deal acceptance payment terms, templatized term options, Finance approval gates
