<!-- Customer onboarding plan · from Chapter 27 of The Product 360 Handbook -->

# Onboarding plan · [Customer] · [Start date]

**CSM:** [name]   **Customer lead:** [name]   **Executive sponsor (customer):** [name]   **Product contact:** [PM or SE]

## Desired Outcome
- Goal: [objective] under [conditions] by [time frame]
- Appropriate experience for this segment: [touch model, communication, self-serve vs guided]

## First value
- First-value moment: [the event that proves value]
- Target date: [date]

## Handoff from sales
- Goals agreed in the deal:
- Promises made (check against roadmap guidance):
- Buying-group members and their concerns:
- Risks flagged by sales:

## Prerequisites
| Item | Owner | Due | Status |
|---|---|---|---|
| Security review | | | |
| Connectors and permissions | | | |
| Data access | | | |
| Admin and user provisioning | | | |

## Plan
| Week | Milestone | Customer owner | Our owner | Status |
|---|---|---|---|---|
| 1 | Kickoff, joint plan agreed | | | |
| 2 | | | | |
| 3 | | | | |
| 4 | | | | |

## Checkpoints
| Day | What we review | Signals | Decision |
|---|---|---|---|
| 30 | | | |
| 60 | | | |
| 90 | Formal onboarding review | | Handoff to steady state? |

## Exit criteria
[The conditions that move the customer from onboarding to steady state]

## Risks and mitigations
| Risk | Likelihood | Mitigation | Owner |
|---|---|---|---|
| | | | |