Quick context before the handoff: [[customer 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 {{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 {{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]]