| name | onboarding-handoff |
| description | Run the Won→onboarding handoff — the seam most teams drop. Trigger when a deal is marked won/closed-won, when the user says "we won X", "hand this off to onboarding", "kick off the new customer", or "onboarding checklist". |
Onboarding Handoff (Won → onboarding)
The handoff most teams never define: a signed deal drops silently into a customer-success void, the value the buyer was sold gets lost, and the renewal clock starts late. This is handoff H3 in docs/operating-model.md — made concrete as a 48-hour checklist that turns a won deal into the first row of the account book.
From the won deal (point me at the row in ops/pipeline.md, or paste the deal context):
- Carry the value hypothesis forward. Write down, in one line, what the customer bought this to do — in their words, from discovery. This becomes the value hypothesis in
ops/customers.md, and the thing every adoption check is measured against. Lose it here and onboarding optimizes for activity, not value.
- Set the date markers. Record the renewal date, the contract value (ARR — the number the book rolls up to NRR), and note the day-60 renewal-motion trigger (not day-85). Set a first-expansion check date too — the moment to look for a second team or use case.
- Identify the power user / champion. Name who will actually use it and who sponsors it internally. A single-threaded account is a churn risk before it's even live — if there's only one name, that's the first gap to close.
- Write the first adoption milestone. One concrete, dated outcome that proves value is landing (the first workflow live, the first cross-system answer, the first report shipped). Vague onboarding has no finish line.
- Open the row. Create the account in
ops/customers.md at stage Onboarding, with the value hypothesis, the ARR, the first adoption signal to watch, the renewal date, an owner, and the next step. Offer to log the handoff in ops/daily-log.md.
Don't invent commitments the deal didn't contain. Bring your own onboarding playbook; this carries the deal's context across the seam so nothing drops.
Depth
- quick: open the
ops/customers.md row with value hypothesis, renewal date, and owner.
- standard: the full 48-hour checklist above.
- deep: + a single-threading risk read and the first two adoption milestones with dates.
