Process Library

New Customer Onboarding

A first-30-days onboarding plan that drives a customer to their first real outcome, the strongest predictor of retention.

Customer Success 6 steps
When to use

The moment a new deal closes and a customer starts.

Trigger
Runs when: A deal is marked closed-won

The procedure

6 steps

  1. Within one business day, send a welcome with the named onboarding owner, the first milestone, and the kickoff date.
  2. Run a kickoff call that confirms the customer's definition of success in their own words.
  3. Set a 30-day plan with a single, concrete first outcome and the steps to reach it.
  4. Verify technical setup and access before any training so the first session is hands-on, not setup.
  5. Check in at days 7, 14, and 30 against the first-outcome milestone.
  6. At day 30, confirm the first outcome landed and hand off to the steady-state cadence.
Outputs
  • A welcome with named owner and milestone
  • A 30-day onboarding plan
  • A confirmed first outcome by day 30
Tools
CRMOnboarding checklistCalendar
Note: Time to first outcome predicts retention better than any survey. Onboard to the outcome, not to the feature tour.
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Related searches
onboarding sop customer onboarding checklist time to value new customer process activation sop

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