Templates · Sales & marketing
Customer onboarding plan template
B2B implementation plan with success criteria, stakeholders, milestones, risks and the handoff to steady-state success
Start with this template →Sign in
Opens on reph with the template ready to start. No account needed; sign in to keep your document.
Filled example
The template filled in for a made-up company, so you can see what good looks like.
Onboarding plan: Orchardly Foods
Customer success manager: Dana Okafor · Date: 2026-09-02
Summary
Orchardly Foods (240 staff, 4 distribution sites) bought the Pro plan for 85 seats to replace emailed spreadsheets for weekly inventory planning. They expect every site manager planning in the product, with the ERP sync live, within 45 days of kickoff.
- Customer: Orchardly Foods
- Plan and seats: Pro, 85 seats
- Kickoff date: 2026-09-08
- Target first value date: 2026-10-23
Success criteria
Active users
62
▲ +38%
target 75 by go-live
Time to first value
45 days planned
day 28 of 45
Integrations live
1
▲ +1
target 2
| Criterion |
Target |
Measured how |
Status |
| Site managers planning weekly in the product |
4 of 4 sites |
Weekly plan published per site |
3 of 4 |
| ERP stock levels sync nightly |
7 nights without error |
Integration log |
Done |
| Planning spreadsheet retired |
Zero emailed plans |
Customer confirms |
In progress |
Stakeholders
| Role |
Customer |
Us |
| Executive sponsor |
Helen Marsh, COO |
Raj Patel, VP Customer Success |
| Day-to-day owner |
Owen Briggs, Ops Manager |
Dana Okafor, CSM |
| Technical lead |
Sara Lind, IT Lead |
Marco Ruiz, Solutions Engineer |
| End-user champion |
Jo Kemp, Leeds site manager |
Dana Okafor |
Milestones
| # |
Milestone |
Owner |
Due |
Status |
| 1 |
Kickoff call held, plan shared |
Dana |
2026-09-08 |
Done |
| 2 |
Accounts provisioned, SSO configured |
Sara |
2026-09-15 |
Done |
| 3 |
ERP integration connected |
Marco |
2026-09-26 |
Done |
| 4 |
Admin and champion training |
Dana |
2026-09-30 |
Done |
| 5 |
Team rollout to all four sites |
Owen |
2026-10-14 |
In progress |
| 6 |
First value reached, criteria reviewed |
Dana and Owen |
2026-10-23 |
Not started |
Weekly check-in
- 2026-10-06: Leeds, York and Hull planning in product. Bristol delayed: site manager on leave until 2026-10-12. Owen to brief the deputy.
- 2026-09-29: ERP sync ran 7 clean nights. Training done with 11 champions.
Risks
| Risk |
Likelihood |
Impact |
Mitigation |
Owner |
| Bristol site slips past go-live |
Med |
Med |
Train the deputy manager this week |
Owen |
| Finance keeps the old spreadsheet "just in case" |
High |
Low |
Read-only archive, then retire on 2026-10-30 |
Helen |
Handoff to steady state
Signed off by (customer): pending, due 2026-10-23
Signed off by (us): pending, due 2026-10-23
The template
Show the blank template
Customer onboarding plan
Customer success manager: [your name] · Date: [date]
Summary
One paragraph: who the customer is, what they bought, and the outcome they expect by the end of onboarding.
- Customer:
- Plan and seats:
- Kickoff date:
- Target first value date:
Success criteria
Measurable outcomes the customer agreed to, in their words. These decide when onboarding is done.
Active users
0
▲ +0%
target [N] by go-live
Time to first value
0 days
▲ 0
Integrations live
0
▲ +0
target [N]
| Criterion |
Target |
Measured how |
Status |
|
|
|
Not started |
Stakeholders
Name a person on both sides for every row. An empty "Customer" column is the most common reason onboarding stalls.
| Role |
Customer |
Us |
| Executive sponsor |
|
|
| Day-to-day owner |
|
|
| Technical lead |
|
|
| End-user champion |
|
|
Milestones
Dates are commitments from both sides. Mark who owns each one.
| # |
Milestone |
Owner |
Due |
Status |
| 1 |
Kickoff call held, plan shared |
|
|
Not started |
| 2 |
Accounts provisioned, SSO configured |
|
|
Not started |
| 3 |
Data imported or integration connected |
|
|
Not started |
| 4 |
Admin and champion training |
|
|
Not started |
| 5 |
Team rollout |
|
|
Not started |
| 6 |
First value reached, criteria reviewed |
|
|
Not started |
Weekly check-in
A short log, newest first. What moved, what is blocked, what each side does next.
Risks
What could delay first value, and what we do about it. Review every check-in.
| Risk |
Likelihood |
Impact |
Mitigation |
Owner |
|
Low / Med / High |
Low / Med / High |
|
|
Handoff to steady state
Onboarding ends with a handoff, not a fade-out. Both sides confirm before the account moves to regular success cadence.
Signed off by (customer):
Signed off by (us):
Questions
- Should the customer see this plan?
- Yes; it is a mutual plan, so share it at kickoff and update it together every week
- What counts as first value?
- The first moment the customer gets the outcome they bought, measured by the success criteria, not by setup tasks finished
- When does onboarding end?
- When the success criteria are met and the handoff section is signed off by both sides
Fill it with your agent
Connect Claude to reph over MCP, then paste this. The draft arrives as suggestions you accept or reject section by section. How to connect Claude.
Find my reph doc "Customer onboarding plan" with search_docs, then read it with read_doc. Draft success criteria and stakeholders from the signed order form, sales handoff and discovery call notes I link, and milestones from our implementation checklist, dated from kickoff. Leave unconfirmed KPI targets as written goals. File it with suggest_edit, one replace_section op per section (heading line kept) so each can be accepted alone. Ask each open question (unnamed customer owners, unscoped integrations) with add_comment quoting that section's heading line, then call request_review with a one-line summary.
Related templates
Start with this template →Sign in