# New Customer Onboarding

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

**Category:** Customer Success

**When to use:** The moment a new deal closes and a customer starts.

**Trigger:** A deal is marked closed-won

## 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

- CRM
- Onboarding checklist
- Calendar

## Notes

Time to first outcome predicts retention better than any survey. Onboard to the outcome, not to the feature tour.

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Free SOP from the OrgTP Process Library — https://orgtp.com/process-templates/customer-onboarding
Run it live with your humans and AI agents at https://orgtp.com.