Onboarding for customer success

Post-sale hand-off template

This checklist outlines the essential steps to smoothly transition new customers from the sales process to customer success. It covers internal team preparation, account creation, and the initial kickoff meeting.

Use this template to onboard your customers.

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Post-sale hand-off

This checklist outlines the essential steps to smoothly transition new customers from the sales process to customer success. It covers internal team preparation, account creation, and the initial kickoff meeting.

No due date

Link tasks to actions, such as completing forms or booking meetings

Internal sales hand-off

Activities for the internal sales and customer success teams to align on the customer's goals, contract details, and expectations before engaging directly.

Submit closed-won documentation

Sales representative completes the hand-off documentation, including notes on customer pain points, use cases, and key stakeholders.

No due date Any team member

Review customer contract and notes

The Customer Success Manager reviews the CRM notes and signed contract to fully understand the customer's expectations and prepare for the engagement.

No due date Any team member

Hold internal alignment sync

A brief meeting between Sales and Customer Success to transfer context, discuss potential risks, and ensure a seamless experience for the customer.

No due date Any team member

Tasks can be for the customers being onboarded, or for the team

Account setup and welcome

Creating the customer's workspace, granting initial access to our tools, and gathering baseline technical information.

Provision customer workspace

Create the official customer instance in the platform, configure initial settings, and generate the first administrative credentials.

No due date Any team member

Send welcome email package

Send the official welcome email introducing the dedicated Customer Success Manager, providing login details, and detailing the next steps.

No due date Any team member

Log in to the platform

Use the credentials provided in your welcome email to log into your new workspace and establish your password.

No due date

Complete new customer intake form

Fill out the initial questionnaire regarding your technical requirements so our team can tailor the platform configuration to your exact workflows.

No due date Complete form

Kickoff preparation

Scheduling the initial collaborative session and preparing all the necessary materials and personnel for a successful launch.

Book kickoff meeting

Use the provided calendar link to schedule the official kickoff call at a time that works for your core team members.

Identify key stakeholders

Finalize the internal list of team members who will drive this implementation on your side and ensure they are invited to the kickoff session.

No due date

Prepare customized kickoff deck

Update the standard kickoff presentation to reflect the customer's logo, explicit goals, and the proposed implementation timeline.

No due date Any team member

Post-kickoff actions

Steps to take immediately around and following the kickoff call to maintain momentum and begin actual implementation.

Send kickoff recap and recording

Follow up with an email containing the meeting recording, the presentation deck, and a summary of all agreed-upon action items.

No due date Any team member

Finalize onboarding project plan

Lock in the finalized dates for the upcoming training sessions and technical milestones based on the discussions held during the kickoff.

No due date Any team member

Review and approve project plan

Review the detailed onboarding timeline sent by your Customer Success Manager and confirm it aligns with your team's availability.

No due date

Invite team members to the workspace

Add your remaining colleagues to the software platform and assign them their respective permission roles.

No due date

Click the button below to edit or add tasks, add due dates, and much more...

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Customize this template

Or build your own

How to use this template

Three simple steps to onboard customers

Step 1

Grab this template

Step 2

Send to customers

Only needs an email address. Or add an open invite link to your existing welcome emails.

Step 3

Customers complete tasks

  • Email reminders keep things moving
  • Ask questions or clarify with comments
  • Summary page shows everything you need to know

Free plan • No credit card needed

Customize this template

Or build your own

Loved by 4,500+ happy users

The perfect way to onboard customers

Your brand (even the emails)
Instantly know what's been done
Shows customers what to do
Chases up while you sleep
Everything lives in one place

Free plan • No credit card needed

Customize this template

Or build your own

Sick of the onboarding admin?

Switch to friction-free customer onboarding software

Secure link, no passwords

Accessing a plan (or getting back into it) is as simple as following a link. We're obsessed with useability.

Comment & collaborate

Customers can ask questions right from within a task. They can also invite others in to help them, without bothering you.

HubSpot ready

  • Start new onboarding plans inside HubSpot
  • Adds events to the timeline
  • Updates custom fields
  • Attaches photos and documents

If you don't use HubSpot, no problem. It works great without it too.

White label (including emails)

Every interaction, from invite through to the task page, showcases your brand.

Does the chasing up

Never send a "checking in" email again.
We'll make sure tasks always get done, on time.

Helps you improve

We'll ask customers to rate their onboarding experience.

  • Helps you to constantly improve your processes
  • Make sure your team are delivering exceptional service

Free plan • No credit card needed

Customize this template

Or build your own

Handles complex onboarding too

Calculated due dates

Set due dates calculated on the fly from the start date, a target date, or based off when other tasks are completed.

Sequential tasks

Choose to make tasks sequential, so that tasks need to be completed in order.

Frequently asked questions

How can I use this template?

Just click Customize this template above and we'll take you through a couple of simple steps to create an Onthen account and copy the post-sale hand-off template into it.

Once that's done we'll take you straight into the template editor where you can customize it to your exact needs (there's bound to be a few things you'll do differently).

Finally, once it's ready you can use it to create individual checklists (we call them 'plans') for each of your customers. Just type their email address and we'll do the rest. As they move through the tasks, you'll see their progress in the dashboard.

Who is this post-sale hand-off onboarding template for?

If you run a team that needs to onboard customers then the post-sale hand-off template is a perfect starting point.

You'll first be able to tailor the template to your team's needs, by editing, removing or adding tasks to suit your onboarding process. When it's perfect, onthen has all the tools you need to easily invite customers to it and make sure all the tasks get done, on time.

How do customers use it?

First you'll invite customers to the checklist. You can either send an invite manually, through our HubSpot integration, or by using an invite link that lets anyone with the link create a new checklist.

Your customers won't need to create an account or a password, they'll simply access it with a 6-digit code we'll send to their email.

It's really easy to use and there's nothing to navigate, it's a simple single page onboarding plan that looks pretty much like you see above.

If any task gets forgotten about, we'll send email reminders to nudge your customers to complete everything.

Free plan • No credit card needed

Customize this template

Or build your own

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