Onboarding and Process Improvement - Project Details / Task List
Tag: onboarding
Total Hours: 45h
Structure: Single Milestone (<=50h)
Milestone: Onboarding and Process Improvement
Description: A strategic and technical project that designs, implements, and operationalizes a structured customer onboarding process within the CS platform to reduce time-to-value, increase product adoption, and set customers up for long-term success.
Task List: (Onboarding) 1. Assessment & Design
Contains: Parts 1-2
| Task | Est | Description |
|---|---|---|
| 1. Audit Current Onboarding Process | 2.5h | Document the existing onboarding process, identify gaps and pain points, and establish a baseline for improvement. End state: Current state assessment with documented inefficiencies and customer feedback. • Map the existing onboarding workflow from closed-won to first value milestone • Interview 3-5 CSMs on current pain points and what's working vs. not • Review churned customer feedback to identify where customers got stuck or confused • Analyze current time-to-value metrics and onboarding completion rates • Document the Sales-to-CS handoff process and identify communication gaps • Quantify the gap (e.g., "Only 40% of customers complete onboarding within target timeframe") |
| 2. Define Customer Success Milestones | 2h | Establish the key milestones that indicate successful onboarding progress and ultimate value realization. End state: Documented milestone definitions aligned with customer outcomes. • Identify the "Aha! Moment" for each customer segment or product tier • Define 4-6 progressive milestones (e.g., first login, initial setup complete, first feature adoption, first value achieved) • Set target timeframes for each milestone based on customer segment complexity • Validate milestone definitions with Sales and CS leadership • Document milestone criteria that can be tracked in the CS platform |
| 3. Segment Customers and Define Onboarding Tiers | 2h | Determine onboarding approach by customer segment to ensure appropriate touch levels and resource allocation. End state: Segmentation matrix with onboarding tier assignments. • Review customer segments by ARR, complexity, and strategic value • Define high-touch vs. tech-touch vs. self-service onboarding tiers • Determine CSM assignment criteria for high-value accounts • Map persona types (power users, team leads, executives) to onboarding content needs • Document tier-specific onboarding timelines and touchpoint frequency |
| 4. Map End-to-End Onboarding Journey | 3h | Create the complete onboarding workflow with stages, tasks, owners, and timing for each customer segment. End state: Visual workflow diagram with all steps documented. • Define onboarding stages (Welcome, Technical Setup, Training, Adoption, Handoff to BAU) • Map specific tasks within each stage with clear owners (CSM, Customer, Implementation) • Set SLAs and target durations for each stage • Identify decision points and branching logic for different scenarios • Document escalation paths for stalled or at-risk onboarding |
| 5. Design Sales-to-CS Handoff Process | 2.5h | Create a standardized handoff process that ensures deal context transfers cleanly to the CS team. End state: Handoff checklist and required fields documented. • Define required handoff information (customer goals, technical requirements, stakeholders, promises made) • Create handoff checklist in CRM with mandatory fields before CS assignment • Design kickoff call template that validates customer expectations • Establish clear ownership transition point and internal notification triggers • Document process for CS involvement in late-stage sales calls when applicable |
| 6. Build Onboarding Playbook Structure | 3h | Design the playbook structure that will be configured in the CS platform. End state: Playbook template with triggers, tasks, and success criteria. • Create master playbook template with stage-gated progression • Define task dependencies (what must complete before next task unlocks) • Design automated reminders and escalation triggers for overdue tasks • Build customer-facing milestone tracker concept (portal or email updates) • Document conditional logic for segment-specific task variations |
Task List: (Onboarding) 2. Configuration & Content
Contains: Parts 3-4
| Task | Est | Description |
|---|---|---|
| 7. Set Up Onboarding Playbooks in CS Platform | 4h | Implement the designed workflows as automated playbooks in the CS platform (Gainsight, ChurnZero, Catalyst, etc.). End state: Working playbooks triggered on closed-won. • Create onboarding journey program with stage definitions • Configure playbook triggers based on closed-won opportunity status • Build task sequences with owners, due dates, and dependencies • Set up milestone tracking objects linked to customer records • Configure segment-based playbook variations (high-touch vs. tech-touch) |
| 8. Implement Automated Communications | 3.5h | Configure automated emails and notifications that guide customers through onboarding. End state: Email sequences active and triggered appropriately. • Build welcome email sequence with personalized content by segment • Create milestone achievement notifications (internal and customer-facing) • Configure stalled onboarding alerts for CSM intervention • Set up executive stakeholder touchpoints at key milestones • Test email deliverability and template rendering |
| 9. Build Onboarding Dashboards and Reports | 4h | Create visibility into onboarding performance for CSMs and leadership. End state: Dashboards showing onboarding health and trends. • Build individual customer onboarding progress tracker • Create CSM portfolio view showing all customers in onboarding • Design leadership dashboard with aggregate metrics (TTV, completion rates, stage duration) • Configure at-risk onboarding alerts based on SLA breaches • Set up automated weekly/monthly onboarding performance reports |
| 10. Create Customer-Facing Onboarding Materials | 3h | Develop the training materials and guides customers need for successful onboarding. End state: Content library ready for customer distribution. • Build product setup guides tailored to each customer segment • Create video walkthroughs for key feature activation • Develop FAQ document addressing common onboarding questions • Design quick-reference cards for power users vs. executives • Organize content in knowledge base or customer portal |
| 11. Build Internal CSM Resources | 2.5h | Create playbooks and scripts that enable consistent CSM execution. End state: CSM enablement package complete. • Write kickoff call script with discovery questions and agenda • Create check-in call templates for each onboarding stage • Develop objection handling guide for common customer concerns • Build troubleshooting guide for technical onboarding issues • Document escalation procedures and who to involve when |
Task List: (Onboarding) 3. Rollout & Optimization
Contains: Parts 5-6
| Task | Est | Description |
|---|---|---|
| 12. Train Customer Success Team | 2h | Enable CSMs on the new onboarding process, tools, and expectations. End state: CS team trained and confident in new process. • Schedule training session (60-90 min) covering process, playbooks, and tools • Walk through live demonstration of playbook execution in CS platform • Role-play kickoff calls and check-in scenarios • Distribute quick-reference guide for daily use • Address questions and document feedback for process refinement • Send recording to team for future reference |
| 13. Pilot with New Customers | 3h | Test the new onboarding process with a cohort of new customers before full rollout. End state: Pilot complete with lessons learned documented. • Select 5-10 new customers for pilot cohort across different segments • Assign designated CSMs to pilot with close monitoring • Gather feedback from CSMs and customers at each milestone • Track pilot metrics against baseline (TTV, completion rates, satisfaction) • Document what worked and what needs adjustment |
| 14. Full Rollout and Process Handoff | 3h | Launch the new onboarding process for all new customers and transfer ownership to client team. End state: Client self-sufficient with new onboarding system. • Communicate go-live date and process changes to full CS team • Transition all new customers to new onboarding playbooks • Transfer admin access and documentation to client RevOps/CS Ops • Deliver runbook for playbook maintenance and iteration • Schedule 30-day and 60-day check-ins to review performance |
| 15. Establish Ongoing Measurement Cadence | 2h | Set up regular review of onboarding metrics to drive continuous improvement. End state: Recurring review process with action tracking. • Define weekly CSM review of individual customer progress • Establish bi-weekly leadership review of aggregate metrics • Create monthly retrospective template for process improvements • Set up automated metric alerts for significant deviations • Document iteration process for playbook updates |
| 16. Build Continuous Improvement Loop | 2h | Create mechanism for ongoing refinement based on data and feedback. End state: Documented improvement process with owner. • Establish customer feedback collection at onboarding completion • Create CSM feedback channel for process improvement suggestions • Define quarterly playbook review and optimization cycle • Document change management process for playbook updates • Assign ongoing ownership to CS Ops or RevOps for maintenance |
Summary
- Total Task Lists: 3 (consolidated from 6 Parts)
- Total Tasks: 16 (one per Step)
- Total Hours: 45h
- Generated from: playbook_onboarding-and-process-improvement.md
- Generated on: 2025-12-31