# Customer Onboarding Checklist (90-Day)

**Customer:** [Customer Name]
**Segment:** [Enterprise / Mid-Market / SMB]
**CSM:** [CSM Name]
**Kickoff Date:** [Date]
**Target Go-Live:** [Date]
**Target First Value Date:** [Date -- must be within 30 days]

---

## Phase 1: Welcome and Setup (Days 1-14)

### Pre-Kickoff Preparation (Day 0)

- [ ] Review signed contract and SOW for scope and commitments
- [ ] Research customer's industry, business model, and competitive landscape
- [ ] Review handoff notes from sales team (pain points, decision drivers, stakeholders)
- [ ] Prepare welcome package (login credentials, documentation links, support contacts)
- [ ] Create customer workspace in CS platform
- [ ] Schedule kickoff meeting with all required attendees
- [ ] Prepare kickoff deck with agenda and success plan draft

### Kickoff Meeting (Day 1-2)

- [ ] Conduct kickoff meeting with customer stakeholders
- [ ] Confirm business objectives and success criteria
- [ ] Identify key stakeholders and their roles (sponsor, champion, technical lead, users)
- [ ] Align on communication cadence and preferred channels
- [ ] Review onboarding timeline and milestones
- [ ] Set expectations for time commitment from customer team
- [ ] Share and agree on success plan (mutual accountability)
- [ ] Schedule recurring check-in meetings

**Kickoff Meeting Notes:**
> [Document key takeaways, concerns raised, decisions made]

### Technical Setup (Days 3-7)

- [ ] Provision customer environment (tenant, workspace, permissions)
- [ ] Configure SSO/authentication if applicable
- [ ] Set up integrations with customer's existing tools
- [ ] Import or migrate existing data (if applicable)
- [ ] Validate data integrity post-migration
- [ ] Configure role-based access and permissions
- [ ] Set up monitoring and alerting

**Technical Setup Owner:** [SE / Implementation team name]
**Technical Setup Notes:**
> [Document configuration decisions, customizations, issues]

### Admin Training (Days 7-10)

- [ ] Deliver admin training session (system configuration, user management)
- [ ] Provide admin documentation and quick reference guide
- [ ] Ensure admins can independently manage basic operations
- [ ] Set up admin support escalation path

### Initial User Training (Days 10-14)

- [ ] Deliver core user training (session 1: basic navigation and key workflows)
- [ ] Provide user quickstart guide and video resources
- [ ] Set up user support channel (Slack, email, in-app chat)
- [ ] Confirm all target users have active accounts
- [ ] Track initial login completion rate

**Training Completion Rate:** [___%] of target users

---

## Phase 2: Activation (Days 15-30)

### User Activation (Days 15-20)

- [ ] Monitor daily active user metrics
- [ ] Follow up with users who have not logged in
- [ ] Conduct follow-up training for users needing additional help
- [ ] Address any usability issues or confusion reported
- [ ] Validate that core workflows are functioning as expected
- [ ] Collect early feedback from champion and key users

**Activation Rate:** [___%] of licensed users active

### First Value Milestone (Days 20-30)

- [ ] Define and track first value milestone (specific to customer objectives)
- [ ] Verify customer has completed their first meaningful workflow
- [ ] Document value delivered (even if small -- establish the pattern)
- [ ] Share "first win" with executive sponsor
- [ ] Celebrate the milestone with the customer team

**First Value Milestone:** [Describe the specific milestone]
**Date Achieved:** [Date]

### 30-Day Review (Day 28-30)

- [ ] Conduct 30-day review meeting with customer
- [ ] Review activation metrics (logins, usage, adoption)
- [ ] Assess progress against success plan milestones
- [ ] Identify any blockers or concerns
- [ ] Adjust onboarding plan if needed
- [ ] Confirm transition from setup phase to adoption phase
- [ ] Set goals for days 31-60

**30-Day Health Score:** [Score]/100 -- [Green/Yellow/Red]

---

## Phase 3: Adoption (Days 31-60)

### Feature Expansion (Days 31-45)

- [ ] Introduce additional features beyond core workflows
- [ ] Deliver advanced training session (session 2: power features)
- [ ] Enable at least one integration with customer's existing tools
- [ ] Identify and address feature adoption gaps
- [ ] Share best practices from similar customers

### Usage Benchmarking (Days 45-55)

- [ ] Compare customer's usage against segment benchmarks
- [ ] Identify underperforming areas and create enablement plan
- [ ] Share usage report with customer champion
- [ ] Discuss usage targets for the next 30 days

**Current vs. Benchmark:**
| Metric | Current | Benchmark | Gap |
|--------|---------|-----------|-----|
| Feature Adoption | [%] | [%] | [+/-] |
| Daily Active Users | [#] | [#] | [+/-] |
| Key Workflow Completion | [%] | [%] | [+/-] |

### 60-Day Check-in (Day 55-60)

- [ ] Conduct 60-day check-in meeting
- [ ] Review adoption metrics and progress
- [ ] Discuss any roadblocks to deeper adoption
- [ ] Begin identifying advanced use cases
- [ ] Set goals for days 61-90

---

## Phase 4: Optimisation (Days 61-90)

### Advanced Use Cases (Days 61-75)

- [ ] Conduct use case discovery workshop with customer
- [ ] Identify 2-3 advanced use cases beyond initial scope
- [ ] Build implementation plan for advanced use cases
- [ ] Begin pilot of advanced use cases with power users

### ROI Measurement (Days 75-85)

- [ ] Collect data for ROI measurement against baseline
- [ ] Build ROI summary document
- [ ] Share ROI results with executive sponsor
- [ ] Document customer testimonial or case study opportunity (if willing)

**ROI Summary:**
| Metric | Baseline | Current | Improvement |
|--------|----------|---------|-------------|
| [Metric 1] | [Value] | [Value] | [% change] |
| [Metric 2] | [Value] | [Value] | [% change] |

### 90-Day Executive Review (Days 85-90)

- [ ] Prepare 90-day executive review presentation
- [ ] Include: value delivered, adoption metrics, ROI, next steps
- [ ] Conduct review meeting with executive sponsor
- [ ] Transition from onboarding to ongoing success management
- [ ] Establish ongoing success plan with quarterly milestones
- [ ] Confirm ongoing meeting cadence
- [ ] Introduce expansion opportunities if appropriate

**90-Day Health Score:** [Score]/100 -- [Green/Yellow/Red]

---

## Onboarding Completion Gate

The following criteria must be met to consider onboarding complete:

- [ ] User activation rate above 80%
- [ ] First value milestone achieved within 30 days
- [ ] Core workflows actively used by target users
- [ ] Executive sponsor confirms satisfaction
- [ ] Health score is Yellow (50+) or better
- [ ] Success plan established with ongoing milestones
- [ ] Recurring meeting cadence confirmed
- [ ] Support escalation path understood by customer

**Onboarding Status:** [Complete / In Progress / Blocked]
**Completion Date:** [Date]
**Handoff to Steady-State CSM:** [Date if different CSM]

---

## Notes

### Risks and Blockers

| Risk/Blocker | Impact | Mitigation | Status |
|-------------|--------|-----------|--------|
| [Item] | [High/Med/Low] | [Action] | [Open/Resolved] |

### Key Decisions

| Date | Decision | Made By | Impact |
|------|----------|---------|--------|
| [Date] | [Decision] | [Name] | [Description] |

---

**Template Version:** 1.0
**Last Updated:** February 2026