Onboarding Stages

The ClientSuccess Onboarding Program was designed to be completed in 8 stages following the Partnership Kickoff. During this Onboarding Program, your Onboarding CSM will schedule a recurring meeting cadence which will be used to go deeper in the core platform configuration areas. In order for us to help you onboard successfully, you will need to ensure you are building in the time to complete the items on your "to-do" list for that week's session. Your prep work is critical to our success and required to advance from week to week - if your team is unable to complete this work in advance of your next meeting it's recommended that you let your CSM know in advance.

Here is your recipe for SUCCESS with ClientSuccess:

Be clear on the what and flexible on the how

Come into the partnership with a clear understanding of what you want to achieve and why, but be flexible in how we get it done in ClientSuccess. Like most software there are going to be things we can do and things we can't but we are happy to work with you to get it done.

Understand which resources in your organization will be involved in onboarding process

Successful onboarding programs have someone who is driving strategy, someone who is building in ClientSuccess, a CRM admin, an Operations Manager etc. but this could be one person in your organization. We just want you to think about who will be doing the work so we have access to them during onboarding.

Find out where all of your customer data lives - beyond your CRM

Think about the data you want to live in ClientSuccess beyond the CRM - Think support tickets, product usage data, sentiment data, billing etc. Once you've identified this we can have a conversation about what, how and where we can pull it.

Spend time thinking about your customer lifecycle and map out what that will look like in ClientSuccess

Come prepared with your customer journey, milestones, playbooks, healthscores, segments, workflows etc. so we can work with you to build this all out. The more you have before we get started the faster we can move and the more successful your deployment will be.

Have clear SMART goals to track the success of the partnership overtime

Come with SMART goals for the partnership - Specific, Measurable, Achievable, Realistic, Timebound

Ex) Create a customer health score by December 2023 that enables our Customer Success team to quickly identify customers at risk and the ability to take prescriptive action for the top 3 risk reasons to change the state of the partnership.

Think of your Onboarding CSM as your personal trainer, they will help you understand what to do and how to do it, but it's up to you and your team to do the work

Your Onboarding Manager is going to help you understand how to best use the ClientSuccess platform and will even provide best practices and guidance but your team will need to invest the time to build it out.

Transparency is key to any strong partnership - let us know what you're thinking so we can help

Please feel free to tell us what's working and what's not - the more we know the more we can deliver on a great experience for you and your team.

Making a big impact on retention and churn takes time, those are lagging indicators

Many customers come to us in an effort to improve their churn and retention numbers. Our solution will be able to elevate insights and operationalize your strategy but your team will need to use the data to improve those lagging indicators. Having a Customer Success platform alone is not going to solve these problems.

Assume good intentions - we will always try and do what we can to help and provide the best experience possible

Our team wants you to be successful and we will always do whatever we can to make that a reality. Remember that our intentions are good and we are doing what we can. Please be kind.

Remember that templates are helpful and directional but Customer Success looks different at every company - Just because something worked for someone else, somewhere else does not mean it will work for your team and company.

Please feel free to use our templates as a starting point - but please remember that you will need to modify these templates and resources to create a program that is best for your customers and business.

Up Next: Partnership Kickoff

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