Send welcome email, provision account, assign CS representative
Conduct kickoff meeting, understand business goals, identify key stakeholders
Configure product, set up integrations, customize workflows for customer needs
Deliver product training, create documentation, enable self-service support
Go-live launch, monitor adoption, provide real-time support
Review metrics, celebrate wins, discuss expansion opportunities
Customer Health Score
| Item | Responsible Party | Notes | |
|---|---|---|---|
| Account details & contact info (primary, technical, financial) | |||
| Contract terms, pricing, billing cycle, SLA documented | |||
| Org chart & key stakeholders mapped | |||
| Deal notes & customer success criteria shared | |||
| Expected use cases & business drivers documented | |||
| Integration & technical requirements identified | |||
| Previous implementations or legacy systems noted | |||
| Training preferences documented | |||
| Go-live date / target launch timeline set | |||
| CS plan created in [CSM_TOOL] | |||
| Initial QBR / success review date scheduled | |||
| Champion identified and aligned | |||
| Success metrics / KPIs defined | |||
| Renewal date in CRM | |||
| Approval for kickoff meeting (executive sponsor if required) |
| Customer Name | Start Date | Current Phase | Health Score | Time to Value (days) | Renewal Date | ARR (EUR) | Risk Level |
|---|---|---|---|---|---|---|---|