Customer Onboarding Sop
Template
Customer onboarding SOP
A standard operating procedure template for onboarding a new B2B customer — covering the first 90 days from contract signature to fully embedded.
Who it’s for: Customer success leads and account managers at UK B2B businesses
How to use
Follow these steps
Pre-day-one
Contract signed and filed, kick-off meeting scheduled, primary contact identified, secondary contact requested, internal handover from sales to CS complete.
Kick-off meeting (week 1)
Confirm goals (what success looks like at 30/60/90), agree project plan with milestones, set communication cadence, exchange technical contacts.
Configuration (weeks 1-2)
Account setup, user provisioning, integrations configured, custom fields and workflows tuned to the customer''s use case.
Training (weeks 2-3)
Train the admins first, then the end users. Record the sessions. Provide written quick-start guides for self-service later.
Go-live (week 3-4)
First live use under supervision. Daily standups during the first week of live use. Fix issues fast — first-week experience drives retention.
30-day review
Are we on track for the goals set at kick-off? What''s working, what isn''t. Adjust the plan.
60-day expansion conversation
By 60 days the customer should be getting clear value. This is the right moment to introduce additional features or seats.
90-day check
Has the customer hit the success criteria? Document the case study. Set up the regular review cadence (monthly or quarterly) going forward.
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