Onboarding for customer success

User adoption & churn mitigation checklist

A milestone-driven onboarding plan to transition a customer's team from technical setup to active product usage. This checklist ensures end-users are fully trained, monitors early account health, and verifies that key business objectives are being met.

Use this template to onboard your customers

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Checklists work across your team and customers

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User adoption & churn mitigation

A milestone-driven onboarding plan to transition your team from technical setup to active product usage. This checklist ensures end-users are fully trained, monitors early account health, and verifies that key business objectives are being met.

No due date

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

Transition and setup verification

Ensure that all technical configurations are completed correctly before beginning end-user training and active platform use.

Review technical implementation

Verify that all technical settings, integrations, and data imports are complete and accurate before handing over to the end users for active usage.

No due date Team member

Sign off on technical setup

Review the newly configured environment and provide formal approval that the technical setup meets your initial requirements.

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

End-user training

Equip the customer's team with the knowledge and resources they need to confidently use the system on a daily basis.

Schedule team training sessions

Provide availability for your core team members so we can schedule interactive training and enablement sessions.

Deliver live platform walkthrough

Host a live screen-share session to guide the customer's team through core workflows, navigation, and best practices.

No due date Team member

Complete initial platform training

Have all end-users complete the self-serve training modules to ensure baseline platform proficiency.

No due date

Active product usage

Drive initial platform engagement by getting users into the system to complete their first real-world tasks.

Create the first live project

Log into the platform and successfully create, configure, and launch your first live project or campaign.

No due date

Invite all core team members

Send platform invitations to all remaining users who need access to the system to complete their daily work.

No due date

Monitor initial product usage metrics

Track first-week login rates, feature adoption, and general activity levels to proactively address any usage blockers.

No due date Team member

Business objectives and value

Align on exactly what success looks like in the first month and measure early value realization.

Document initial 30-day success metrics

Clearly outline the primary KPIs and success metrics that the customer wants to achieve within their first 30 days of active usage.

No due date Team member

Confirm objectives and desired outcomes

Review the documented goals to ensure our teams are completely aligned on what early success looks like for your business.

No due date

Review early progress against goals

Analyze the post-launch data to evaluate if the customer is on track to hit their target ROI and strategic goals.

No due date Team member

Account health monitor

Identify early warning signs of churn, proactively address points of friction, and set up a long-term engagement rhythm.

Audit early account health score

Evaluate the customer's overall account health, looking at support ticket volume, login frequency, and feature usage depth.

No due date Complete form

Conduct 30-day check-in call

Attend a scheduled call with your dedicated Customer Success Manager to discuss early feedback, address challenges, and plan your next steps.

Finalize ongoing review cadence

Establish a recurring schedule for Quarterly Business Reviews and ongoing health checkpoints with the customer's leadership team.

No due date Team member

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

Free plan • No credit card needed

Customize this template

Or build your own

How it works

Add customers to your checklist

Just type an email address and we'll do the rest.

We'll create a checklist, invite them in by email, and even sync progress up with your CRM.

Guides customers to take action

Move from to-do to done with task actions.

You can collect data with forms, verify identity, ask for secure uploads, book meetings, and more.

We do the chasing up for you

We'll send friendly nudges and a helpful weekly summary to make sure your tasks get done.

The emails we send have your brand logo and colors.

Free plan • No credit card needed

Customize this template

Or build your own

Packed with useful features

Syncs with HubSpot

We bridge the gap by syncing every onboarding action back to your CRM timeline and custom fields. Works with contacts, deals, and tickets.

  • Manage checklists with the App Card
  • Adds events to your timeline
  • Syncs uploaded files and photos

Add due dates

Set relative due dates for each task, and we'll calculate the actual dates when you start a new checklist.

  • For example, due "2 weeks after the checklist is created".
  • Or, "1 week before a target completion date".

Sequential tasks

Choose how you want each section (or the whole checklist) to be completed.

Either tasks can be tackled in any order (random), or you can make sure tasks are done one after another (sequential).

Branded pages and emails

Every Onthen task page is fully branded so that it becomes a part of your business.

But we also brand the emails we send too, so every interaction with your task page makes the right first impression.

Feature packed dashboard

Not only is it easy for customers to work with your checklists, we give you flexible tools to manage them too.

  • Saved views for frequently accessed lists.
  • Change default columns, sort order, and filtering.
  • Use bulk actions to update many rows at once.

Free plan • No credit card needed

Customize this template

Or build your own

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 user adoption & churn mitigation 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 user adoption & churn mitigation checklist for?

If you run a team that needs to onboard customers then the user adoption & churn mitigation 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 checklist 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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