Templates
Client Onboarding
High Touch Client Onboarding for SaaS Companies

High Touch Client Onboarding for SaaS Companies

Run this checklist for each new customer to ensure you understand their required outcome and that they achieve their first success milestone.
1
Introduction:
2
Basic information:
3
Enter basic information
4
Communications channels:
5
Specify communication channels
6
Declare communication channel invite URL
7
Invite client to communications channels
8
Welcome:
9
Prepare welcome email
10
Send welcome email
11
Scheduling:
12
Schedule a kickoff call
13
Confirm kickoff call date
14
Schedule review meetings
15
Confirm review meeting dates
16
Offer to schedule a training session
17
Confirm training session date
18
Kickoff:
19
Understand client's required outcome
20
Understand client's appropriate experience
21
Understand client's primary use case
22
Record additional notes
23
Managing expectations:
24
Determine success milestones
25
Determine steps necessary to achieve first success milestone
26
Prepare client for future advocacy or expansion
27
Prepare list of joint accountability
28
Share success milestones and accountability tasks with client
29
After one week:
30
Have a one week review call
31
Prepare additional guidance (after one week)
32
Provide additional guidance (after one week)
33
After two weeks:
34
Have a two week review call
35
Prepare additional guidance (after two weeks)
36
Provide additional guidance (after two weeks)
37
After one month:
38
Have a one month review call
39
Prepare additional guidance (after one month)
40
Provide additional guidance (after one month)
41
After two months:
42
Have a two month review call
43
Prepare additional guidance (after two months)
44
Provide additional guidance (after two months)
45
First success milestone met:
46
Confirm first success milestone is met
47
Request testimonial
48
Request case study
49
Suggest an upgrade feature
50
Feedback:
51
Send feedback questionnaire
52
Receive completed feedback questionnaire
53
Sources:
54
Related checklists: