A great onboarding checklist doesn't just list tasks — it tells both sides what happens next, who owns it, and what success looks like at each stage. This checklist is built from research across dozens of high-performing CS teams and is structured to maximize time to value while minimizing the most common onboarding failure points.
Before the kickoff call
- Sales handoff completed — Goals, stakeholders, promises made, and concerns documented in the CRM or handoff doc. See how mutual action plans structure this handoff.
- Kickoff agenda shared 48h in advance — Client knows what to expect and who to bring.
- Stakeholder map confirmed — Decision-maker, end users, IT contact, and billing contact all identified before the first call.
- Technical prerequisites sent — Any IT requirements (SSO, domain auth, firewall rules) sent to the IT contact directly, not through the end user. This prevents the most common IT delay scenario.
- Success criteria template shared — What does "working" look like to the buyer? Ask them to fill this in before the kickoff call.
Kickoff call checklist
- Introductions on both sides — CSM, technical contacts, and account leadership introduced.
- Success criteria confirmed and documented — The buyer's definition of success captured verbatim. This becomes your renewal evidence baseline.
- Stage 1 tasks assigned with named owners — Every task has one owner. No "shared responsibility."
- Communication preferences confirmed — How does this client want to be updated? Email, chat, weekly call?
- First check-in date set — Not "we'll be in touch" but a specific date, time, and agenda for the Day 14 check-in.
The most skipped step: Most CS teams skip the "IT contact identified and briefed" step during kickoff — and pay for it 2–3 weeks later when IT delays block users from accessing the product. Make this a non-negotiable kickoff agenda item. Read more about preventing IT onboarding delays.
Week 1–2: Technical setup and first value
- IT setup completed — SSO, domain authentication, compliance setup confirmed with IT.
- End users invited and activated — All end users have accessed the platform at least once.
- First use case demonstrated — Not a training session. An actual use case relevant to this client's work, completed together in the product.
- First value check-in sent — Use the Week 2 email template to confirm whether the client experienced value.
- Any blockers escalated — If anything is stuck, escalated to the right person immediately. See the blocked onboarding playbook for how to handle this.
Month 1–2: Adoption and documentation
- Stage 2 and 3 tasks completed — Primary use case fully adopted by the team.
- Win log started — Every meaningful outcome documented. Time saved, problems solved, measurable results. This is your renewal evidence.
- Monthly progress pulse sent — Use the Month 1 email template from our renewal playbook.
- Usage data reviewed — Who is using it, who isn't, and why. Address low-usage users proactively.
- Expansion opportunities noted — Any use cases that could benefit from an upsell or additional users noted for later.
Day 60–90: Renewal preparation
- Buyer re-engaged — Decision-maker brought back into the conversation with the Day 60 template from our renewal playbook.
- Win log formatted into proof-of-value summary — The documented outcomes compiled into a shareable summary.
- Renewal timeline confirmed — When is the renewal date? When do we need to have the conversation?
- Health score reviewed — Overall account health assessed against the success criteria set in the kickoff. See CS metrics guide for health scoring frameworks.
Free to use: This checklist is free to copy, adapt, and use with your team. If you want a structured workspace where both your team and your clients can track this checklist in real time — with automated reminders, at-risk detection, and email-first task completion — that's exactly what Lyniro is built for.