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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".
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| 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". |
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):
ops/customers.md, and the thing every adoption check is measured against. Lose it here and onboarding optimizes for activity, not value.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.
ops/customers.md row with value hypothesis, renewal date, and owner.Score a customer's health, start the renewal motion, and flag churn or expansion early. Trigger when the user asks "how's this account doing", "health check", "are we at risk of churn", "is this account ready to expand", or before a renewal or QBR.
Work an expansion-ready account into an angle and a clean hand to sales — the second growth motion the funnel forgets. Trigger when account-health flags an EXPANSION-SIGNAL, when a healthy account asks for more unprompted, a second team wants access, or the user says "this account is ready to grow", "expansion play", "upsell", or "land and expand".
Turn a customer's recent calls, adoption signal, and roadmap status into a QBR brief that leads with the outcome they bought. Trigger when a quarterly business review is coming up, before a renewal or value-review call, or when the user says "QBR prep", "build the QBR", "quarterly review for X", or "value review".
Turn what sales hears in the field into marketing actions. Trigger when a meeting note or call recap surfaces a recurring objection, a competitor mention, the buyer's own language, a missing proof point, or a win/loss reason — or when the user says "log this for marketing", "what should marketing know", or "field intel".
Turn what customer success hears after the sale into product and retention actions. Trigger when an onboarding note, QBR, support thread, or usage review surfaces adoption friction, a churn-risk signal, a feature request that blocks expansion, or a customer who's ready to grow — or when the user says "log this for product", "retention risk", "what's the churn signal", or "post-sale feedback".
Turn a conference, meetup, or event you attend or host into booked calls. Trigger when the user is about to attend or host an event, asks how to "work the room", or names an upcoming conference/meetup.