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Best Practices: Setting up medium-touch onboarding playbooks

Onboarding is the most crucial part of the customer journey. Customer usually churns in the first 90 days if the onboarding fails. So, it is very essential to have a playbook so that your Customer Success team never misses out any actions, the customer gets the value & you as a CS leader get the visibility of the onboarding.

When you are designing your onboarding playbook, you need to understand if it is :

  • Low touch onboarding which is mostly self-served

  • Medium touch onboarding which needs the involvement of CSMs/Customer Implementation Managers

  • High touch onboarding which needs heavy involvement of your team

Let’s discuss the Sample Onboarding framework for all these onboardings separately.

Best Practices: Setting up medium-touch onboarding playbooks

Who is this for?

  • For B2B SaaS Customer Success teams whose onboarding process is not very complex.

  • The onboarding process is not completely in the automatic mode & needs some human intervention.

  • The usual onboarding time is between 1-4 weeks.

Creating Onboarding Playbooks @ CustomerSuccessBox

While designing the onboarding playbook at CustomerSuccessBox you need to understand your existing onboarding process & divide it into various steps. Once steps are identified, you should put:

  •  Tasks (that CSM has to perform).

  •  Milestones (the product functionality that the customer uses).

  •  Overall business Outcome that you wanted to achieve in this step. 

Here is the sample onboarding playbook for Medium-touch customers.


Step 1: Sales handover

Step 2: Discovery  call & Understanding of Business Requirement

Step 3:Implementation /  Configuration

Step 4: Onboarding & Training


  • Do a preliminary research

  • Understand what outcomes is the customer looking for

  • Send Welcome email

  • Set up Discovery Call

  • Share implementation plan

  • Create an Account/instance

  • Share a checklist 

  • Set up a call to help the customer configure the system

  • Re-iterate value with the help of best practices doc

  • Set up Integrations (if required)

  • Plan to set up training(s) for users

  • Set up a call to understand if they have any challenges /custom requirements etc 


  • Track if the customer has logged in

  • Track if the customer has added users

  • Track if users have logged in or not

  • Track if the customer is using the most important modules of the product

  • Track if Integrations are authorized

  • Track if they have not used certain features in a given time-frame. 

  • Users have adopted the most important product features

  • Users are using the product frequently


Identified Decision Maker

Identified Champion, Understood the Business Problem & Use-Case

Customer Onboarded Successfully

Time Frame

1-2 days

1 week

1 week

1 week

.** You can customize the steps

Some of the onboarding resources you should prepare:

  • Presentation for Discovery call.

  • Since the product needs a good amount of configuration, you should prepare a checklist & share it with the customer.

  • You should create a drip campaign /automated training process for end-users.

This was one of the templates, you can refer. You can completely customize this to create your own.

You can get in touch with your Customer Success Manager at CustomerSuccessBox to create such a playbook for your onboarding process.

Not a Customer? Request a CustomerSuccessBox Demo and learn how we can help you with the playbooks for your onboarding process

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  1. Anu Dudhat

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