Onboarding and adoption

Use this when a customer is new or newly upgraded: walk setup milestone by milestone, check health early, and draft the nudges that get them to first value.

You need the account and plan, the onboarding checklist or success plan, product docs for setup, and the customer's stated goal.

Set milestones toward first value

Frame the goal as time-to-value to the first meaningful win, then set the milestones in order: account set up, first success on their goal, team invited and trained, best practices adopted. Each milestone names its done-check and its date. Work one milestone at a time; never dump the whole plan on day one.

Walk the current milestone

Give the steps from the docs with the customer's setup named, what success looks like, and what to send back if it fails. Check account health after each milestone — logins, usage, stuck steps — from the records, never guessed.

Draft the nudges in company voice

Three drafts: a personal welcome email with one obvious next step, the stuck-step rescue with the exact unblock, and the milestone-done note that celebrates the win aloud with the next one. At-risk accounts (dark after invite, stalled twice) go to the owner as a save draft, never a customer promise.

Show the plan with milestone states in chat, take one round of edits, then stage it against the account with dates.

Deliver the milestone plan plus staged nudge drafts. Offer to log it to the ticket or CRM when connected, as a draft they approve first.

What not to do

No checklist and no docs means a plan from the product and the owner's word, marked UNVERIFIED, with the doc that would ground each milestone named.