Now that we're moving forward, {{first_name}}

Hi {{first_name}},

I'd like to schedule our onboarding kickoff. Here's what I have in mind:

Date: [[date]] Time: [[time]] [[timezone]] Duration: 30 minutes Format: [[video call / in-person]]. [[Link or address]]

Agenda:

Confirm your primary goal and timeline

Walk through the setup steps

Identify any blockers or dependencies on your side

Set the cadence for our check-ins going forward

Would this time work for you? If you'd like anyone else from your team on the call, please forward this invite.

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