A high-touch onboarding flow designed for enterprise customers with complex requirements — SSO configuration, compliance settings, data migration, and phased team rollout. This template provides the structure for a multi-week onboarding program managed jointly by the customer and the customer success team.
Initiate this flow when an enterprise deal closes and the customer is ready to begin implementation. Assign a customer success manager to the account and use this template as the shared onboarding plan.
Schedule and conduct a kick-off meeting with the customer's stakeholders to align on goals, timeline, and success criteria. Document the agreed plan in the onboarding checklist.
Guide the customer's IT team through SSO setup (SAML, OIDC), IP allowlisting, and custom security policies. Provide technical documentation and offer a live troubleshooting session.
Work with the customer to migrate their existing data — whether from spreadsheets, a competitor product, or internal systems. Validate the imported data for accuracy and completeness.
Conduct a 1-hour live training session for the customer's admins covering workspace configuration, user management, permissions, and reporting. Record the session for future reference.
Deploy the product to a pilot group of 10-20 users within the organization. Monitor their activation and gather feedback before rolling out to the full team.
After a successful pilot, roll out to the entire organization. Schedule a 30-day success review to measure adoption, address issues, and plan for advanced feature adoption.
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