Ensure a seamless transition from sales to customer success by providing all relevant information and setting clear expectations with the customer. The goal is to create a smooth onboarding experience, driving long-term retention and satisfaction.
This procedure applies to all deals closed by the sales team that require ongoing support and management from the customer success team.
Sales Representative (AE): Responsible for closing the deal and initiating the handoff.
Customer Success Manager (CSM): Responsible for onboarding, ongoing management, and driving product adoption.
Implementation/Onboarding Team (if applicable): Responsible for technical setup and initial customer training.
Sales Operations (optional): Responsible for ensuring documentation accuracy in the CRM and facilitating smooth transitions.
Step 1: Close Deal and Internal Preparation
Owner: Sales Representative (AE)
Timing: Immediately after deal closure
Update CRM:
Ensure the customer’s account is fully updated in the CRM with:
All contact details (primary decision-makers, admin users, etc.)
Signed contracts or agreements
Purchase details (plan, pricing, terms)
Notes on any special agreements, requests, or expectations
Expected go-live date or onboarding timeline
Sales Rep Internal Handoff Summary:
Create an internal summary of the deal that includes:
Customer’s business goals and reasons for selecting TeamSnap
Key use cases they plan to address using TeamSnap (e.g., team communication, registration, payment processing)
Product features they will be using (e.g., mobile app, registration, payment, scheduling)
Any potential challenges or risks to be aware of (e.g., integration needs, team complexity)
Success metrics discussed during the sales process
Assign the Customer Success Manager:
Assign the CSM in the CRM. If no specific CSM has been assigned, consult the CSM manager for the best match.
Step 2: Sales to Customer Success Handoff Meeting
Owner: Sales Representative (AE), Customer Success Manager (CSM)
Timing: Within 48 hours of deal closure
Internal Handoff Meeting:
Schedule a brief handoff meeting between the AE and CSM to review the following:
Key details from the internal handoff summary
Customer’s expectations and goals
Product features or services they’ve purchased
Any upsell opportunities or future growth potential
Timelines and onboarding milestones
Confirm Next Steps:
The CSM should confirm their understanding of the customer’s needs and expectations.
Set expectations for any upcoming customer calls or meetings.
Step 3: Customer Introduction Email
Owner: Sales Representative (AE)
Timing: Within 24 hours after the internal handoff meeting
Draft and Send Handoff Email:
The AE sends an email introducing the CSM to the customer. This should include:
A brief recap of the customer’s goals and what was discussed during the sales process.
An introduction of the CSM, explaining their role and how they will help the customer succeed.
The next steps (e.g., upcoming onboarding call, key timelines).
A clear call-to-action to schedule the first onboarding meeting, if not already arranged.
Sample Email Template:
Hi [Customer Name],
Congratulations on joining the TeamSnap family! We’re excited to partner with you to streamline your sports management and achieve your goals.
I’d like to introduce you to [CSM Name], your dedicated Customer Success Manager. [CSM Name] will be your go-to person moving forward and will help ensure a smooth onboarding process and continued success with TeamSnap.
We’ve already discussed your key objectives—[briefly list key objectives/goals discussed in sales cycle]. [CSM Name] will help you with [next steps in the process, such as onboarding and initial training].
Please let us know if [CSM Name] can assist in scheduling your onboarding or if you have any questions in the meantime.
Looking forward to your continued success!
Best regards,
[Sales Rep Name]
Step 4: Customer Onboarding Kickoff
Owner: Customer Success Manager (CSM)
Timing: Within 5 business days of the handoff email
Kickoff Call:
The CSM schedules and leads an onboarding kickoff meeting with the customer.
Review the customer’s goals and expected outcomes with TeamSnap.
Walk through the onboarding timeline and key milestones.
Discuss technical setup or any integrations that may need assistance.
Confirm who the key stakeholders and primary points of contact are.
Success Plan Creation:
Based on the customer’s goals, the CSM should outline a customized success plan that details:
Key milestones (e.g., full product implementation, first season, team communication setup)
Key performance metrics (e.g., adoption rate, engagement levels, payment processing milestones)
Customer’s long-term goals and how success will be measured
Step 5: Ongoing Communication and Handoff Monitoring
Owner: Customer Success Manager (CSM)
Timing: Ongoing throughout onboarding
Regular Check-Ins:
The CSM schedules regular check-ins with the customer (frequency will depend on the complexity of the implementation).
Monitor progress on the onboarding milestones and success plan.
Address any questions, concerns, or blockers that arise during the onboarding phase.
Ensure full adoption of the TeamSnap platform and product features.
Escalation Process:
If there are any concerns about the onboarding process or unmet expectations, the CSM should escalate to the Sales Rep and/or Sales Operations to address the issue collaboratively.
Step 6: Post-Onboarding Transition
Owner: Customer Success Manager (CSM)
Timing: After the onboarding is complete (typically 30-60 days post-sale)
Post-Onboarding Survey:
Send a post-onboarding survey to gather feedback from the customer on their onboarding experience.
Completion of Onboarding:
Once onboarding is complete, the CSM should confirm that all agreed-upon goals were met and ensure the customer is fully utilizing the platform.
Schedule a quarterly business review (QBR) or check-in call to continue monitoring customer success and look for upsell opportunities.
CRM (e.g., Salesforce): For logging all communications, updating deal status, and tracking customer success activities.
Onboarding Playbook: CSMs should reference the TeamSnap onboarding playbook for standard onboarding procedures and best practices.
Customer Success Platform (if applicable): Use tools like Gainsight to track customer health scores and flag any risk signals during onboarding.
Sales Operations Audits:
Periodic audits of the handoff process to ensure all required information is passed between teams and CRM data is accurate.
Customer Satisfaction Metrics:
NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) should be tracked during and after onboarding to measure the effectiveness of the handoff.
Onboarding Completion Rate: Percentage of customers who successfully complete onboarding within the targeted timeframe.
Customer Satisfaction: Measured through NPS or CSAT after onboarding.
Adoption Rate: Percentage of customers who use key product features within 60 days.
Churn Rate: Monitor churn during the first 6 months post-sale to identify issues with the sales-to-CSM handoff.