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A customer success onboarding template is not just a list of tasks. The best ones capture the logic of why each task exists — what it delivers for the customer, who owns it, and what happens downstream if it is skipped or delayed. This template is designed to be adapted to your specific product and customer profile, not used verbatim.
Stage 0: Pre-Onboarding (Before Kickoff)
Owner: CSM. Duration: 1-3 business days from contract signing.
Purpose: ensure the customer is prepared for a productive kickoff and the CSM has the context they need to lead it well.
| Task | Owner | Notes |
|---|---|---|
| Send welcome email with kickoff agenda and intake form | CSM | Within 24 hours of contract signing |
| Review sales handoff notes | CSM | Internal task -- do not skip |
| Map stakeholders -- project lead, IT contact, executive sponsor, power users | CSM | Ask sales if not documented |
| Provision admin access before the kickoff call | CSM | Do not provision on the call -- it wastes time |
| Complete intake form -- success outcomes, known blockers, technical environment | Client (project lead) | Required before kickoff proceeds |
| Confirm kickoff attendees and send calendar invites to all | CSM | Include executive sponsor wherever possible |
Stage 0 completion criterion: Intake form received, kickoff attendees confirmed, admin access provisioned.
Stage 1: Kickoff
Owner: CSM leads, client project lead co-owns. Duration: 1-2 hours (kickoff call) + follow-up same day.
Purpose: align on success outcomes, establish the go-live date, assign task ownership, and agree on communication cadence.
| Task | Owner | Notes |
|---|---|---|
| Review and confirm success outcomes from intake form | CSM + Client | Done on call -- adjust if needed |
| Walk through the onboarding plan stage by stage | CSM | Explain what each stage delivers for the client |
| Lock go-live date -- specific date, not a range | CSM + Client | Non-negotiable -- do not leave without this |
| Assign named owner for every client-side task | CSM + Client | "Client" is not an owner -- specific people are |
| Agree on escalation path for blocked tasks | CSM + Client | Document both sides' escalation contacts |
| Send MAP recap email within 2 hours of kickoff | CSM | Includes go-live date, task owners, next steps |
Stage 1 completion criterion: Go-live date locked, task owners assigned, MAP recap sent and acknowledged by client.
Stage 2: Setup and Integration
Owner: CSM and IT contact. Duration: 5-10 business days (varies by integration complexity).
Purpose: get the technical foundation live so the customer can actually use the product.
| Task | Owner | Notes |
|---|---|---|
| All user seats provisioned and tested | CSM | Do not wait for the client to request this |
| SSO configured (if applicable) | Client IT | Identify IT contact before kickoff -- start early |
| Primary integration connected and tested | CSM + Client IT | Most common block -- flag if not started by day 5 |
| Historical data migrated (if applicable) | Client | Provide data template in Stage 0 |
| Product configured to client specifications from intake form | CSM | Reference intake form -- do not guess |
| Client confirms setup is complete and correct | Client (project lead) | Client-verified -- not CSM-reported |
Stage 2 completion criterion: Client project lead has confirmed setup is correct (client-verified, not just CSM-marked).
Stage 3: Training and Adoption
Owner: CSM leads training, client project lead ensures attendance. Duration: 5-7 business days.
Purpose: ensure the client team can use the product independently for their core use case.
| Task | Owner | Notes |
|---|---|---|
| Admin training session completed | CSM | Record for async sharing |
| Core workflow training for primary use case | CSM | Focus on the one workflow that delivers first value |
| Self-serve resources shared and acknowledged by client | CSM | Client must confirm receipt -- not just "email sent" |
| End users complete one real workflow (first value milestone) | Client team | This is the TTV milestone -- track the exact date |
| Q&A session with power users completed | CSM | 30 minutes -- focused on what they will actually use |
Stage 3 completion criterion: At least one end user has completed a real workflow using the product (first value milestone reached). This is the most important completion criterion in the entire template. For why this matters, read our guide on time to value in SaaS onboarding.
Stage 4: Go-Live and Handoff
Owner: CSM. Duration: 1-2 business days.
Purpose: formally close the onboarding, establish the ongoing relationship, and set expectations for the account management phase.
| Task | Owner | Notes |
|---|---|---|
| Final technical check -- all integrations live, all users active | CSM | Check the actual system, do not assume |
| Go-live sign-off from client project lead | Client (project lead) | Formal written confirmation required |
| First week success metric established | CSM + Client | Connects to the success outcomes from Stage 0 |
| 30-day check-in scheduled before the go-live call ends | CSM | Do not leave without this calendar invite |
| Internal handoff to account CSM (if different from onboarding CSM) | CSM | Handoff document required -- not a verbal briefing |
Stage 4 completion criterion: Go-live sign-off received from client, 30-day check-in scheduled, internal handoff complete.
How to Use This Template
Copy this template into your onboarding tool and customise it for your product. Remove tasks that do not apply. Add tasks specific to your integration requirements or customer profile. Keep the completion criteria — they are what makes this a verification-based template rather than a task list.
For the broader best practices that make this template work in practice, see our SaaS onboarding best practices guide. For the mutual action plan format that complements this template, see our MAP template. And for the checklist version of this content with a focus on what the client specifically needs to complete, see our complete SaaS onboarding checklist.
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