Customer onboarding runbook
A living guide for the Implementation crew, from "contract signed" to "first successful import." Owned by Priya. Reviewed monthly.
Day one
The first 24 hours sets the tone. Aim for two outcomes: the customer feels personally received, and someone on our side has eyes on their account.
Send the welcome email from the assigned CSM (not the shared inbox).
Verify the workspace was provisioned and SSO is wired up.
Book the kickoff call within the first business week.
Drop a personal note in the customer Slack channel — not a template.
Day seven check-in Mateo
By day seven we want to see one import succeed and one team member invited. If either is missing, that's the kickoff conversation.
Heads up — if the customer hasn't logged in by day five, escalate to Mateo. Don't wait for day seven.
Health signals to skim
- At least one import completed end-to-end (any size).
- More than one human on the account.
- A weekly active session, not just a one-time login.
Quick health query
SELECT account_id, last_active_at, imports_completed FROM customer_health WHERE created_at > now() - interval '14 days' AND imports_completed = 0;
Related pages
When in doubt, share the rationale — what we decided and why. Future-you, and the customer's future hire, will thank you.