Kickoff call: [[customer company]] onboarding, [[date]]

Hi {{first_name}},

Now that the deal is signed, here's what the first week looks like:

[[First step: e.g., "I'll send your account setup details by end of day"]]

[[Second step: e.g., "We'll schedule a 30-minute kickoff to map your workflow"]]

[[Third step: e.g., "Your team will have full access by [date]"]]

For our team without a dedicated CS manager, I'll remain your primary contact throughout. The shift is that we're moving from evaluation to implementation, and I want to make sure the transition is smooth.

Any questions before we start?

[[Your name]], [[your company]]

Hi [[CSM name]],

Here's the context for [[customer name]] before your intro email:

Primary goal: [[what they're trying to achieve]] Why they bought: [[the trigger or pain point that drove the purchase]] Concerns raised: [[any objections or worries from the sales process]] Commitments made: [[anything promised on timeline, features, or support]] Key contacts: [[names and roles of the people involved]] Decision-maker: [[name and their primary concern]]

They're expecting your intro email this week. Let me know if you need anything else.

[[Sales rep name]]

Hi {{first_name}},

Before we kick off onboarding, I wanted to confirm the commitments from our conversations so we're aligned:

[[Commitment 1, e.g., "Onboarding completed within 2 weeks"]]

[[Commitment 2, e.g., "Dedicated support contact for your team"]]

[[Commitment 3, e.g., "Integration with your existing CRM by [date]"]]

If any of this doesn't match your understanding, let me know before we start. I want to make sure we're building on the same foundation.

[[CSM name]], Customer Success at [[your company]]