SOP-REV-onboarding-to-cs-handoff-v0¶
1. Purpose and Current Stage Note¶
Define the handoff from Assessment™ delivery (onboarding) to ongoing customer success management.
Current stage note: At pre-first-deal stage, customer.success owns both phases — Assessment™ delivery AND post-delivery relationship management. There is no separate "onboarding" agent. This SOP is a v0 placeholder that becomes operational when one of the following conditions is met:
| Trigger for v1.0 promotion | Description |
|---|---|
| Volume trigger | customer.success is simultaneously running 3+ active Assessments |
| Phase distinction | An internal review determines onboarding (delivery) and CS (ongoing) require distinct agents |
| Q2 post-mortem | Post-mortem after first Assessment identifies phase handoff gaps |
Until one of these triggers fires, this SOP is skeletal reference only.
2. Phase Definitions (Future)¶
When this SOP activates, it will govern the transition between:
| Phase | Duration | Owner (future state) |
|---|---|---|
| Onboarding | Days 1-30 — Assessment™ delivery, session facilitation, written findings | customer.success (delivery track) |
| Customer Success | Day 30+ — findings follow-up, referral cultivation, renewal/expansion signal | customer.success (success track) |
At current stage, a single customer.success session owns both phases in sequence.
3. Skeleton Handoff Format (For Reference)¶
When this SOP activates at v1.0, the handoff from onboarding to CS will require:
ONBOARDING-TO-CS HANDOFF
──────────────────────────────────────────
Customer: {name}
Assessment™ delivery date: {YYYY-MM-DD}
Findings document: {path}
Key outcomes: {what the customer received — top 3 findings}
Customer satisfaction signal: {CX score, verbal feedback, any complaints}
Relationship warmth: {cold / warm / strong — CRO assessment}
Expansion signals observed: {anything suggesting follow-on work}
Referral potential: {Y/N — basis for assessment}
Agreed follow-up: {any specific next step committed during delivery}
Filed by: {agent}
Acknowledged by: {CS owner}
4. Current Operating Model¶
Until v1.0 promotion, customer.success internally tracks both phases as sub-milestones in the Assessment™ delivery Monday.com item: - Milestone 1: Assessment™ session completed - Milestone 2: Findings document delivered - Milestone 3: 30-day check-in scheduled - Milestone 4: Renewal/expansion review initiated (per SOP-REV-renewal-expansion-review-v1.0)
No formal handoff required while both phases live in the same agent.
Change Log¶
| Version | Date | Change |
|---|---|---|
| v0 | 2026-04-21 | Skeleton — filed to establish structure; promote to v1.0 on trigger. sop.manager. |
Owner: customer.success Executive sponsor: cro Drafted by: sop.manager Status: v0 Skeleton — operational when volume/phase trigger fires Version: v0