What Is a RACI Matrix? Roles, Examples & SaaS Use Cases
1. What is a RACI Matrix?
The RACI matrix is a project management framework that defines roles and responsibilities across tasks or decisions. It stands for Responsible, Accountable, Consulted, and Informed. It brings structure and clarity to team collaboration, especially in complex or cross-functional SaaS environments.
2. Why SaaS Teams Use RACI
What’s the benefit of using a RACI matrix?
In fast-moving SaaS companies, teams like Sales, Customer Success, Product, and Marketing often overlap in goals but lack clarity on ownership. The RACI matrix helps eliminate confusion, reduce friction, and speed up execution by assigning clear roles to each stakeholder.
What does RACI stand for?
- R – Responsible: Who owns the work or task execution
- A – Accountable: The person who signs off or has final authority
- C – Consulted: Subject matter experts or stakeholders to give input
- I – Informed: People who need to be kept in the loop
How does RACI help Customer Success teams?
Customer Success often works across Sales, Product, Support, and Ops. A RACI matrix ensures CS isn’t left out of product decisions, handoffs aren’t botched, and renewals or expansions have clear owners. It aligns internal teams to better serve customers.
3. RACI Matrix Example for a SaaS Customer Onboarding Process
| Task | Sales | CS Manager | Product | Support |
|---|---|---|---|---|
| Handoff from Sales to CS | A | R | - | I |
| Configure Account Settings | - | R | C | I |
| Training & Enablement | - | R | C | I |
| Monitor Product Usage | I | R | A | C |
4. How to Create a RACI Matrix
Start by listing all key tasks or decisions. Then, map out who plays which role (R, A, C, I) for each. Be realistic and avoid overloading individuals. The goal is alignment and speed, not bureaucracy.
FAQ
Can one person be both Responsible and Accountable?
Yes, in smaller SaaS teams, one person may wear both hats—but it’s important to document this explicitly.
What’s the difference between Consulted and Informed?
Consulted means their input is needed before a decision. Informed means they’re told afterward for awareness.
Is RACI useful for strategic planning?
Yes. It's a powerful tool during quarterly planning or OKR alignment, especially when responsibilities shift or grow.
Does Customerscore.io use RACI internally?
Yes—we use RACI to streamline onboarding, product feedback loops, and internal processes. It’s especially helpful for scaling teams without chaos.