Onboarding Plan

Goal

Produce a tailored 30/60/90-day onboarding plan with specific milestones, assigned owners, and measurable success checkpoints for a new customer.

Trigger

Invoke when a new customer is signed and ready to begin onboarding, or when an onboarding plan needs to be created or refreshed.

Steps

1. 1

   Using your connected tools (for example the CRM account record, recent email threads, and any signed contract or SOW), gather everything relevant to $account_name: product tier, contracted use cases, key stakeholders and their roles, go-live target date, and any stated goals or success criteria. If a needed tool isn't connected, ask the user to paste what's available.

   • □Product tier and contracted features confirmed
   • □Key stakeholder names and roles captured
   • □Go-live target date and stated customer goals identified
2. 2

   Identify the critical onboarding stages for this customer based on their use case and product tier. Map each stage to one of three time horizons — 0–30 days (setup and activation), 31–60 days (adoption and early wins), 61–90 days (expansion and value realization) — and note any dependencies or risks unique to this account.

   • □Stages are mapped to the correct time horizon
   • □Account-specific risks or blockers noted
3. 3

   For each stage, define 2–4 concrete milestones. Each milestone must include: a specific deliverable or outcome, a due date, a named owner (CSM, AE, solution engineer, or customer-side contact), and the action required to complete it.

   • □Every milestone has a due date and a named owner
   • □Milestones are concrete deliverables, not vague activities
4. 4

   Define a success checkpoint at the end of each 30-day phase. Each checkpoint should include: a measurable KPI or observable outcome (e.g. '3 active users, first report exported'), a pass/fail criterion, and a recommended action if the checkpoint is missed (escalation path, remediation step, or plan adjustment).

   • □Each checkpoint has a measurable, not subjective, criterion
   • □Missed-checkpoint remediation is specified for each phase
5. 5

   Compile the full onboarding plan into a structured document with three clearly labeled phases (30 / 60 / 90 days). Each phase section should list milestones, owners, due dates, and its success checkpoint. Add a brief executive summary at the top (3–5 sentences) describing the customer's goals and what success looks like at day 90.

   • □All three phases are present and labeled
   • □Executive summary is written for a customer-facing audience
6. 6

   Flag any gaps or assumptions in the plan — for example, missing stakeholder contact, unclear go-live dependency, or an undefined success metric — and list 2–3 clarifying questions the CSM should ask the customer before the kickoff call.

   • □Gaps and assumptions are explicitly listed
   • □Clarifying questions are specific and actionable

Output format

Deliver the plan as a structured document with: (1) a short executive summary, (2) three phase sections (Day 1–30, Day 31–60, Day 61–90) each containing a milestone table (milestone, owner, due date, action) and a success checkpoint with pass/fail criteria, and (3) a final 'Gaps & Questions' section. Use headers and tables for scannability.