Stage 1 — Welcome and access (Days 1–5)
Task: Send personalised welcome email within 24h (CSM). Task: Schedule kick-off call within 3 days (CSM). Task: Complete pre-kick-off questionnaire (Client). Task: Provision account and send login details (CSM). Task: Confirm access working (Client). Milestone: Client has access and kick-off is booked.
Stage 2 — Setup and configuration (Days 5–15)
Task: Run kick-off call and walk through plan (CSM + Client). Task: Complete integration setup (Client — IT lead). Task: Configure product to customer workflow (CSM). Task: Import customer data (Client). Task: CSM review and sign-off (CSM). Milestone: Product is configured and data is live.
Stage 3 — Training and adoption (Days 15–25)
Task: Admin training session (CSM). Task: End-user training for primary users (CSM). Task: First live use case completed (Client). Task: All open questions documented and answered (CSM). Milestone: Customer is using the product independently.
Stage 4 — Go-live and handover (Days 25–30)
Task: Go-live confirmed in writing (CSM + Client). Task: Success criteria reviewed against kick-off questionnaire (CSM). Task: 30-day business review scheduled (CSM). Task: Support resources shared (CSM). Milestone: Customer is live, onboarding is complete, renewal narrative has begun.
How to use this template
Copy these four stages into your CS tool or onboarding platform. Replace generic task names with the specific tasks your product requires. Assign each task to a role — CSM, Client, IT lead — not just 'team'. Set realistic due dates and track completion. Review completion rates per CSM monthly to identify where onboardings stall.
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