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Customer onboarding checklist

Take a new customer from signed deal to first results, with owners, dates and a clear definition of success.

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Customer onboarding checklist

Customer: Harbour Street Grocers
Main contact: Amira Khalil, Operations Manager
Our owner: Tom Hale, Customer Success
Product: Sales dashboard, Pro plan, 15 users
Starts: 8 March 2027
Target go-live: 2 April 2027

Goals for the customer

All 12 shops report sales every day by 30 April
The weekly report takes under 10 minutes
Three managers use the dashboard on their own

1. Before the kickoff

  • Signed order or contract received and filed
  • Billing set up and first invoice sent
  • Sales hands over notes: why they bought, promises made, risks
  • Customer account created and the owner named to the customer
  • Kickoff meeting booked

2. Kickoff meeting

  • Goals above agreed and written down
  • Roles on both sides confirmed
  • Dates agreed for set-up, training and go-live
  • How we will talk (email, chat, call) and how fast we answer

3. What we need from the customer

Access to the sales system
A list of users and roles
One person to approve the set-up

4. Set-up

  • Accounts and users created with the right roles
  • Data or settings moved in and checked together
  • Connections to other systems working
  • Test run done and signed off by the customer

5. Training

Two 1 hour video sessions for managers and a guide for staff

  • Guides and short videos shared
  • Questions from the sessions answered in writing

6. Go-live

  • Date confirmed and risks talked through
  • Support contact and urgent contact given
  • First week checked daily

7. First results and check-in

Check-in: 30 days after go-live

  • Goals compared with real numbers
  • What went well and what was hard, asked of the customer
  • Extra help or training offered
  • Next review booked, and the customer handed to regular support

More items

Item Who Done on Note

Sign-off

Onboarding finished on: ______________

Customer: Amira Khalil, Operations Manager Signature: ______________________

Brightwater Analytics: Tom Hale, Customer Success Signature: ______________________

Templates are a careful starting point, not legal advice. Where the law matters, check what applies where you are.

Sales and marketing

What this template is for

A customer onboarding checklist from signed deal to first success: kickoff, set-up, training, first results and a check-in. Fill it in online, then Word or PDF.

It is free to fill in online, needs no account, and downloads as a Word document or a PDF. See all Sales and marketing templates

Sales and marketing

What you fill in

The form asks for 12 details. The document fills itself in as you type.

  • Your company

    For example: Brightwater Analytics

  • Customer

    For example: Harbour Street Grocers

  • Main contact at the customer

    For example: Amira Khalil, Operations Manager

  • Your onboarding owner

    For example: Tom Hale, Customer Success

  • What they bought

    For example: Sales dashboard, Pro plan, 15 users

  • Onboarding starts

    For example: 8 March 2027

  • Target go-live date

    For example: 2 April 2027

  • What success looks like

    The customer's own measures, one per line. This is what you check against at the end.

    For example: All 12 shops report sales every day by 30 April The weekly report takes under 10 minutes Three managers use the dashboard on their own

  • What we need from the customer (optional)optional

    One item per line.

    For example: Access to the sales system A list of users and roles One person to approve the set-up

  • Training planned (optional)optional

    For example: Two 1 hour video sessions for managers and a guide for staff

  • First check-in date (optional)optional

    For example: 30 days after go-live

  • More itemsoptional

    Extra items, one row for each.

Sales and marketing

What is inside

The parts of this document, in order.

  1. 1Goals for the customer
  2. 21. Before the kickoff
  3. 32. Kickoff meeting
  4. 43. What we need from the customer
  5. 54. Set-up
  6. 65. Training
  7. 76. Go-live
  8. 87. First results and check-in
  9. 9More items
  10. 10Sign-off

Templates

How it works

  1. 01

    Fill in

    Type your details in the form. The document fills itself in as you type; click any gap to jump to its field.

  2. 02

    Check

    Read it through. Gaps you have not filled stay marked, so nothing goes out half done.

  3. 03

    Download

    Save it as a Word document to edit further, or as a PDF to send or print.

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Sales and marketing

Questions people ask

What details does this template ask for?

The form asks for 12 details, starting with Your company, Customer, Main contact at the customer, Your onboarding owner, What they bought. 4 more are optional.

Can I download this template as Word or PDF?

Yes. When you have filled in the form, save it as a Word document to keep editing, or as a PDF to send or print. It is free and needs no account.

Is what I type sent anywhere?

No. What you type stays in your browser while you fill in the document. It only goes to nerix if you choose to open the template in the chat.

Are these marketing templates free?

Most are. Fill in and download them for free as Word or PDF, with no account. A few longer documents are premium: free to fill in, paid once to download, and marked with their price.

Do I need a customer's permission for a case study?

Yes. Get the customer's written approval of the text, the quotes and any logo before you publish. The case study template has a field for it.

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